Create a New Freshdesk Agent
Agents can be created in a couple of different way; by converting from a Contact or from scratch. If an email address is associated to a Contact it cannot be an Agent as well.
As a Contact is created automatically when a person emails in, it is best to check that there is not already a Contact for this person as a matter of course. Follow how to search for a Contact in the 'Converting from a Contact' section before proceeding.
IF THERE ARE NO FULL TIME AGENTS AVAILABLE PLEASE CONTACT IT
Converting from a Contact
In the top right hand corner click in the search field.
Enter the email address or the name of the person you are searching for.
If they exist as a contact, they will appear under Contacts. Click on their name to continue
If they do not exist jump to the 'Create Agent from Scratch' section
In their Contact record, Click the Convert to agent button.
This will create the shell of the agent. Scroll down to the section 'Adding Roles, Scope, Groups and Skills'
Create Agent from Scratch
Go to Admin, then select Agents
In the top right, select New Agent
Enter the details for the new agent.
The Agent type is Full Time for full time employees. Occasional agents are for agents who only access 2 times per week or less.
Adding Roles, Scope, Groups and Skills
Ticket Scope - This will be what tickets an agent can see, regardless of filters they use within the tool.
- Global Access - Can see any jobs that are associated to any group
- Groups - Is limited to the tickets that are in their groups. Can see all tickets in these groups regardless who they are assigned to.
- Restricted Access - Can only see tickets that are in their name
Agent Role - This designate which options that users will have within Freshdesk. There are defaults that come with Freshdesk, however the only options that should be chosen are one of the following;
- CTM Reporting - BM Support access
- CTM Agent - Operations staff members
- CTM Team Leader - Team Leaders and above. This gives basic administrative rights allowing a TL to control Group membership
Groups - Adding users to Groups is fundamental to their working environment. Agents can be added to as many groups as they need to be.
Skills - Add the skills required for the specific agent. Please refer to the skill solutions for further details about skills.