If you need to fine-tune the permissions for different agents and groups, you can create custom roles. Custom roles support a long list of permissions for every segment of Freshdesk. For example:
- Community Manager: A custom role with no Ticket permissions to view, modify, or reassign tickets, but has Forums permissions to handle the user community.
- Analyst: A custom role with no Solutions permissions to edit articles, but has Analytics permissions to manage reports and dashboards.
- Processing Agent: A custom role that can view tickets and respond to them, add or edit notes, and edit properties, but cannot create, delete, or merge tickets.
Tip: Regardless of role permissions, all agents can still view tickets (based on their scope), add private notes, and create solution articles as drafts.
About role permissions
You can create a vast variety of custom roles with unique sets of permissions to suit your business needs. Depending on your Freshdesk plan, you may be able to manage the following groups of permissions:
| Permission Category | Description |
| Tickets | Create, edit, delete, and manage tickets, ticket list views, and notes |
| Scenario Automation | Manage personal or shared scenario automations |
| Solutions | Create, edit, delete, and manage articles, categories, and templates |
| Forums | Create, edit, delete, and moderate forum topics and categories |
| Customers | Create, delete, or export contacts, companies, and segments |
| Field Service | Create, manage, or delete service tasks, access the scheduling dashboard, and manage automation for service tasks. |
| Analytics | Access analytics reports and manage team dashboards |
| Administration | Access operational admin actions including managing agents, portal settings, billing, and more. |
| General | Create new tags and schedule out-of-office for themselves |
| Freddy Copilot | Access the Freddy Copilot add-on (consumes a license) |
| Freddy Insights | Access the Freddy Insights add-on |
| Custom Objects | View, create, update, or delete custom object records |
About admin permissions
From a management perspective, you could also use roles to specify three levels of Admin controls:
- You can create users with no access to admin controls at all.
- You can create an Operational admin and allow them to manage agents and/or set up automations but not modify configurations.
- You can nominate agents as Super admins, who get complete configuration access to your Admin tab.
How to create a custom role
- As an admin, go to Admin > Team > Roles and click New Role.
- Enter a name and description for this role and set the agent type to whom this role should apply.
- Scroll through the list of permissions and check the appropriate checkboxes and radio buttons.
- Click Save.
- You can now apply the role to agents. Learn how.
If you have a custom role configuration in mind but aren't sure how to implement it in Freshdesk, contact [email protected].