Managing user accounts efficiently is crucial for seamless operation within the Freshdesk Omni. Here’s how to add new users, deactivate them temporarily, and delete users when necessary.


Add users

  1. Go to Admin Settings > Team Management > Users.

  2. In the Users page that opens up, click Add User.

  3. You can add a full-time user with one license or an occasional user with a day pass to access your account. Click here to read more about full-time and occasional users.

  4. Enter the user’s full name, email address, and other optional fields.

  5. Assign a role.

  1. If the user is not a part of any Freshdesk Omni account, they will receive an email requesting them to activate Freshdesk Omni. Once activated, they can create their login credentials and use Freshdesk Omni.

Deactivate and delete a user

Manage user activity and remove users from Freshdesk Omni as needed.

Deactivate user

If you don’t want new records assigned to a particular user, you can temporarily deactivate the user. This way, your support process continues smoothly even without the user.


To deactivate a user:

  1. Go to Admin Settings > Team Management > Users. You can view the list of active users here.

  2. Hover over the user's right and click Transfer records. Before deactivating them, you can transfer their records to another user, leave them as is, or unassign them.

  1. Click the ellipsis icon on the right of a user and click Deactivate.

Note: 
1)The user’s details cannot be edited on deactivating, and the deactivated icon appears beside the user’s profile picture.
2) You can access the list of deactivated users on the Deactivated users tab on the Users page. Once deactivated, you cannot edit the user details. However, you can reactivate them anytime.

Delete user

If a user is required to be removed from Freshdesk Omni, you can delete the user. 


To delete a user:

  1. Go to Admin Settings > Team Management > Users.

  2. Click the ellipsis icon on the right of a user and click Delete


Note: When you delete a user, we recommend reassigning all their records to another user to ensure that another user handles the related contacts.

Define roles

Defining roles in Freshdesk Omni helps you control and manage the permissions and access given to different team members. Freshdesk Omni provides seven default roles. 

  • Account Admin

  • Administrator

  • Support Manager

  • Support Agent

  • Conversation Support Agent

  • Ticketing Support Agent


You can use these roles to modify permissions and create customized roles.


To create custom roles,

  1. Go to Admin Settings > Team Management > Roles, and click Create Role.

  2. Provide the role name, choose the role to clone, and set the role’s scope. The scope is how much you want your users to access records. You can choose from:

  1. All records: Users can access all records in Freshdesk Omni account without restrictions.

  2. Group only (Default): Users can access records within their group and those assigned to them.

  3. Owned only: Users can access only those records assigned to them.

  1. Click Next

  2. Choose the relevant permissions for the role.


Note: Some sections will be disabled if the add-ons are not purchased. Learn about Freshdesk Omni add-ons here.


  1. You can alter permissions to the following categories:

  1. Modules: This allows you to configure module-level permissions for users. You can modify the scope for Contacts, Accounts, and any custom modules in your account.

  • View - View records based on the scope

  • Create - Create a record

  • Edit - Edit a record

  1. Sales Activities: Configure user permissions for contacts' tasks, meetings, and chat activities.

  1. Actions: All record-related actions such as Import, Assign, Share, and more fall under this category.

  2. Analytics: Select the modules on which analytics can be generated. You can also modify the scope to limit it to ‘View only,’ ‘View and edit,’ and ‘View, edit and Manage.’

  3. Marketing lists: Modify the permissions to access, copy, and manage the lists by checking/unchecking the options.

  1. Phone: Provide phone widget access.

  1. Tickets: Provide ticket access.

  1. Marketing campaigns: Provide access to campaign features in Freshdesk Omni.

  1. Chat Inbox: Configure access to view, create, edit, and delete canned response categories, and manage triggered and in-app messages, files, threads, and chat meetings.

  1. Solutions: Allow users to access Knowledge Base articles like view, create, approve, delete, create/edit category, export, and manage article templates.

  1. Freddy: Manage Freddy access to users.

  1. User Settings: Configure access to a user's access to various user-specific features, such as requesting a demo, creating a support ticket, downloading the mobile app, accessing the knowledge base, etc., by checking/unchecking the options.

  1. Admin Settings: Admins can configure user access to Admin settings by checking/unchecking the options.

  2. Click Save 


To assign roles to users,

  1. Go to Admin Settings > Team Management > Roles > Click the ellipsis icon near a role > Assign Users.

  2. Select a user by clicking the checkbox near the user and click Assign.