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How to create custom agent roles on Freshdesk

intermediate 8 min read Updated 2026-03-18
Quick Answer

Creating custom agent roles in Freshdesk involves navigating to Admin Settings > Team > Roles, clicking Add Role, and configuring specific permissions for tickets, contacts, and other features. You can then assign these roles to agents to control their access levels.

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Prerequisites

  • Admin access to your Freshdesk account
  • Understanding of your team structure and permission requirements
  • Knowledge of your workflow processes
  • List of specific permissions needed for each role

Step-by-Step Instructions

1

Access the Roles Management Section

Log into your Freshdesk account and click on the Admin icon in the left sidebar. Navigate to Team and select Roles from the dropdown menu. This will display all existing agent roles in your account.
Bookmark this page if you frequently manage team permissions.
2

Create a New Custom Role

Click the Add Role button in the top-right corner of the Roles page. Enter a descriptive name for your custom role in the Role Name field, such as "Level 2 Support" or "Billing Specialist". Add an optional description to explain the role's purpose.
Use clear, descriptive names that reflect the role's responsibilities for easy identification.
3

Configure Ticket Permissions

In the Permissions section, configure ticket-related permissions:
  • Check View tickets to allow viewing assigned or all tickets
  • Enable Create tickets if agents need to create new tickets
  • Set Edit tickets permissions for updating ticket properties
  • Configure Delete tickets and Merge tickets as needed
Use the dropdown menus to specify scope (Own tickets, Group tickets, or All tickets).
Start with minimal permissions and add more as needed to maintain security.
4

Set Contact and Company Permissions

Configure access to customer data in the Contacts section:
  • Enable View contacts and select scope (Own, Group, or All)
  • Set Create contacts and Edit contacts permissions
  • Configure Delete contacts if necessary
  • Repeat similar settings for Companies if using company management
Consider data privacy requirements when setting contact permissions scope.
5

Configure Advanced Features Access

Set permissions for additional Freshdesk features:
  • Knowledge Base: Enable article creation, editing, and publishing rights
  • Forums: Configure community management permissions
  • Reports: Allow access to analytics and reporting features
  • Admin Settings: Grant access to specific admin functions if needed
Review each section carefully based on the role's requirements.
Admin permissions should be granted sparingly and only to trusted team members.
6

Review and Save the Custom Role

Scroll through all permission sections to review your settings. Ensure the role has appropriate access levels without unnecessary permissions. Click Save to create the custom role. The new role will appear in your roles list and be available for assignment.
Test the role with a test agent account before assigning it to multiple team members.
7

Assign the Role to Agents

Navigate to Team > Agents to assign your custom role. Click on an agent's name to edit their profile. In the Role dropdown, select your newly created custom role. Click Save to apply the role. The agent will inherit all permissions associated with the custom role.
Notify agents about role changes and any new access or restrictions they may experience.

Common Issues & Troubleshooting

Custom role not appearing in agent assignment dropdown

Refresh your browser page and ensure the role was saved successfully. Check that you have admin permissions to assign roles and that the role creation process completed without errors.

Agent can't access features despite role permissions

Verify that the role permissions are correctly configured and saved. Log out and log back in to refresh the agent's session. Check if there are any conflicting group permissions that might override role settings.

Unable to modify ticket scope permissions

Ensure your account plan supports custom role creation with granular permissions. Some Freshdesk plans have limitations on permission customization. Contact Freshdesk support if the feature appears unavailable.

Role permissions not taking effect immediately

Role changes may take a few minutes to propagate. Have affected agents clear their browser cache and cookies, then log out and log back in. If issues persist after 10 minutes, contact Freshdesk support.

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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