Intermediate
How to create custom agent roles on Freshdesk
Quick Answer
Creating custom agent roles in Freshdesk involves navigating to Admin Settings > Team > Roles, clicking Add Role, and configuring specific permissions for tickets, contacts, and other features. You can then assign these roles to agents to control their access levels.
Prerequisites
- Admin access to your Freshdesk account
- Understanding of your team structure and permission requirements
- Knowledge of your workflow processes
- List of specific permissions needed for each role
1
Access the Roles Management Section
Log into your Freshdesk account and click on the Admin icon in the left sidebar. Navigate to Team and select Roles from the dropdown menu. This will display all existing agent roles in your account.
Tip
Bookmark this page if you frequently manage team permissions.
2
Create a New Custom Role
Click the Add Role button in the top-right corner of the Roles page. Enter a descriptive name for your custom role in the Role Name field, such as "Level 2 Support" or "Billing Specialist". Add an optional description to explain the role's purpose.
Tip
Use clear, descriptive names that reflect the role's responsibilities for easy identification.
3
Configure Ticket Permissions
In the Permissions section, configure ticket-related permissions:
- Check View tickets to allow viewing assigned or all tickets
- Enable Create tickets if agents need to create new tickets
- Set Edit tickets permissions for updating ticket properties
- Configure Delete tickets and Merge tickets as needed
Tip
Start with minimal permissions and add more as needed to maintain security.
4
Set Contact and Company Permissions
Configure access to customer data in the Contacts section:
- Enable View contacts and select scope (Own, Group, or All)
- Set Create contacts and Edit contacts permissions
- Configure Delete contacts if necessary
- Repeat similar settings for Companies if using company management
Tip
Consider data privacy requirements when setting contact permissions scope.
5
Configure Advanced Features Access
Set permissions for additional Freshdesk features:
- Knowledge Base: Enable article creation, editing, and publishing rights
- Forums: Configure community management permissions
- Reports: Allow access to analytics and reporting features
- Admin Settings: Grant access to specific admin functions if needed
Tip
Admin permissions should be granted sparingly and only to trusted team members.
6
Review and Save the Custom Role
Scroll through all permission sections to review your settings. Ensure the role has appropriate access levels without unnecessary permissions. Click Save to create the custom role. The new role will appear in your roles list and be available for assignment.
Tip
Test the role with a test agent account before assigning it to multiple team members.
7
Assign the Role to Agents
Navigate to Team > Agents to assign your custom role. Click on an agent's name to edit their profile. In the Role dropdown, select your newly created custom role. Click Save to apply the role. The agent will inherit all permissions associated with the custom role.
Tip
Notify agents about role changes and any new access or restrictions they may experience.
Troubleshooting
Custom role not appearing in agent assignment dropdown
Refresh your browser page and ensure the role was saved successfully. Check that you have admin permissions to assign roles and that the role creation process completed without errors.
Agent can't access features despite role permissions
Verify that the role permissions are correctly configured and saved. Log out and log back in to refresh the agent's session. Check if there are any conflicting group permissions that might override role settings.
Unable to modify ticket scope permissions
Ensure your account plan supports custom role creation with granular permissions. Some Freshdesk plans have limitations on permission customization. Contact Freshdesk support if the feature appears unavailable.
Role permissions not taking effect immediately
Role changes may take a few minutes to propagate. Have affected agents clear their browser cache and cookies, then log out and log back in. If issues persist after 10 minutes, contact Freshdesk support.
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