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Customize permissions based on agent roles

When you add agents to your Freshdesk Messaging account, you can also define their role within the account. The agent’s access to your Freshdesk Messaging account will be restricted based on the role you assign to them. 

Freshdesk Messaging comes with four default roles,

  1. Account Admin/Owner can do everything in Freshdesk Messaging.
  2. Admin can do everything the account admin can do but Admin cannot create custom roles.
  3. Super User’s access is similar to Agents but a super user will also be able to create/edit campaigns and FAQs.
  4. Agents have the most basic access in Freshdesk Messaging. They can engage in customer conversations, access the People section and edit their own profile information.

You can also create custom roles in Freshdesk Messaging using our Roles and Permissions feature if you’re on our Estate or Forest plan (Pro or Enterprise plans). Only account admins can update or create new custom roles themselves, custom roles users themselves cannot do this.

What is Roles and Permissions

With Roles and Permissions you can create custom roles in your Freshdesk Messaging account with very granular access permissions. We built this feature because we understand the flexibility needed to customize access based on agent roles in the organization.

Why do you need Roles and Permissions

  1. To match agent role in your company to their role in your Freshdesk Messaging account 

For example, you might want your customer support team to be able to create new FAQ articles but not launch marketing campaigns. And when you have interns joining your team you might want them to be able to view customer conversations for training purposes but not reply to them.

  1. To manage large teams

This feature also comes in handy when you have teams spread geographically across different regions or if you have different departments (pre-sales, sales, customer support, engineering, etc). You can restrict access to teams to not access conversations handled by other regions or other departments. Or you might want a agent with an Admin role to be able to manage settings and view Dashboard and Reports of only their teams.

How does it work

When you create custom roles in Freshdesk Messaging, you can configure access to each Freshdesk Messaging feature. But you don’t have to stop there. You can further define the actions that your agents can perform within the feature.

Let’s consider conversations. When you provide access to Inbox to agents, you can control the actions they can perform within the Inbox. You can define whether they will be able to only view conversations or send messages as well, resolve a conversation or assign it to someone else. You can define access to every aspect of that feature. For example, a product manager shouldn’t be able to resolve support conversations. 

You can also define whether they’ll be able to access or all conversations or only certain types of conversations.

In Freshdesk Messaging, you can define access at three levels. Let’s understand this with the Private Note feature. When you define access to the ‘Add Private Note’ action for a custom role, you can do it at three levels.

  • Global: It means your agent can add private notes on all conversations

  • Group: Can add private notes only on conversations which are assigned to those groups the agent is a part of 

  • Restricted: Can only add private notes to the conversation the agent is a part of

Similarly, you can configure access for every action within each feature in Freshdesk Messaging.

For more details on how to get this feature, contact us at support@freshchat.com