How to add and manage agents on Freshdesk

beginner 8 min read Updated 2026-03-18

Quick Answer

To add and manage agents in Freshdesk, navigate to Admin > Team > Agents, click Add Agent, enter their details and assign roles, then use the agent management dashboard to update permissions, roles, and monitor performance. Agents can be organized into groups and assigned specific skills for better ticket routing.

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Prerequisites

Admin or Account Admin privileges in Freshdesk
Active Freshdesk account
Email addresses for new agents
Understanding of your team's role requirements

Step-by-Step Instructions

Access the Agent Management Section

Log into your Freshdesk account and click on the Admin icon in the left sidebar. Navigate to Team and select Agents from the dropdown menu. This will take you to the agent management dashboard where you can view all existing agents and their current status.

Bookmark this page if you frequently manage agents to save time navigating through menus.

Add a New Agent

Click the Add Agent button in the top-right corner of the agents page. Fill in the required fields: First Name, Last Name, Email (this will be their login), and Phone Number. Select the appropriate Role from the dropdown (Agent, Admin, or Account Admin). Choose the Groups the agent should belong to and set their Skills if applicable.

Use a consistent email format for all agents to maintain organization and ensure easy identification.

Configure Agent Permissions and Settings

After adding basic information, configure the agent's permissions by selecting their Time Zone and Language preferences. Set their Signature for email responses and choose whether they can access Phone and Chat channels. Enable or disable Occasional Agent status if they work part-time or on specific projects only.

Match the agent's time zone with their actual working hours to ensure accurate reporting and scheduling.

Assign Groups and Skills

In the Groups section, select which support groups the agent should be part of (e.g., Technical Support, Billing, Sales). Add relevant Skills by typing in the skills field - these help with automatic ticket routing. Set the agent's Skill Level for each skill from Beginner to Expert to prioritize ticket assignments appropriately.

Start with fewer groups and skills for new agents, then expand their responsibilities as they gain experience.

Set Working Hours and Availability

Navigate to the Work Hours tab to define when the agent is available. Select their Working Days and set Start Time and End Time for each day. Configure Holiday Calendar settings and set up Out of Office notifications if needed. Enable Show Agent Status to make their availability visible to other team members.

Regularly update working hours to reflect schedule changes and ensure accurate availability status for customers.

Monitor Agent Performance

Use the Reports section under Analytics to track agent performance metrics including response time, resolution time, customer satisfaction scores, and ticket volume. Access individual agent dashboards by clicking on their name in the agents list. Review Agent Performance reports weekly to identify training needs and recognize top performers.

Set up automated performance reports to be emailed weekly to track trends and improvement areas.

Manage Existing Agents

To edit an existing agent, click on their name in the agents list and select Edit. Update their role, groups, skills, or contact information as needed. To deactivate an agent, click the Actions dropdown next to their name and select Deactivate. Use the Bulk Actions feature to update multiple agents simultaneously by selecting checkboxes and choosing an action from the dropdown.

Deactivate agents instead of deleting them to preserve historical ticket data and reporting accuracy.

Set Up Agent Notifications and Preferences

Configure notification settings by going to Admin > Workflows > Email Notifications. Set up custom email templates for agent notifications and define when agents should receive alerts for new tickets, updates, or escalations. Enable Mobile App Notifications for agents who use the Freshdesk mobile app to ensure they stay updated on urgent tickets.

Balance notification frequency to keep agents informed without overwhelming them with too many alerts throughout the day.

Common Issues & Troubleshooting

Agent invitation email not received

Check the spam/junk folder first. Verify the email address is correct in the agent profile. Go to Admin > Team > Agents, find the agent, and click Resend Invitation. If the issue persists, contact your email administrator to whitelist Freshdesk email domains.

Agent cannot access certain tickets or groups

Verify the agent is assigned to the correct Groups in their profile settings. Check their Role permissions under Admin > Roles and Permissions. Ensure the agent has the appropriate Skills if skill-based routing is enabled for those ticket types.

Agent status shows offline when they are working

Ask the agent to refresh their browser or log out and log back in. Check their Work Hours settings in their profile to ensure current time falls within configured working hours. Verify their Time Zone setting matches their actual location. Clear browser cache and cookies if the issue persists.

Cannot add new agents due to plan limits

Check your current Freshdesk plan's agent limit under Admin > Account > Subscription. Deactivate unused agent accounts to free up slots, or upgrade your plan to accommodate more agents. Consider using Occasional Agents for part-time staff to optimize your agent count.

Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Freshdesk website before purchasing.

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