Roles allow you to assign privileges and profiles that specify what a user can see and do within a Freshdesk Contact Center account. When you add new users to your account, you also assign a role to the user. Based on the role assigned to the user, they can see/access the features within their account.
User Requirements: Only an admin or account admin can add users and assign roles.
Freshdesk Contact Center provides the following user roles:
- Account admin
The following table provides details on the permissions and privileges available for each role:
|Account Admin||If you are the first person to sign up for an account, you will be an account admin by default.|
The account admin has full control over the account and can perform the following functions:
An admin usually can perform all the functions of an account admin with the following exceptions:
|Supervisor||The default access permissions given to a supervisor are:|
However, if you are a Garden+ customer, you can configure data scoping for supervisors.
Data scoping allows you to selectively control and restrict the scope of data a supervisor can access within their account.
An agent can perform the following functions:
Also, as an account admin, you can send us a request to give live dashboard access to the agents.
Now that you know the different roles in Freshdesk Contact Center, you can add users and assign roles to each user/agent. For details, see Adding new Agents.