Skip to main content
Question

Agents in Contact/Requester Groups? Changed?

  • November 19, 2025
  • 4 replies
  • 37 views
LukeC
Top Contributor ⭐
Forum|alt.badge.img+5

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely been able to add agents to contact groups.

 

A use-case came up internally this past week with regards to new user onboarding - as our onboarding team were unable to add users to a specified a contact group. The users are agents, but (and I have also checked this) we are no longer able to add.

 

Has anyone else experienced this?

4 replies

LukeC
Top Contributor ⭐
Forum|alt.badge.img+5
  • LukeCTop Contributor ⭐
  • Author
  • Top Contributor ⭐
  • December 9, 2025

Any thoughts anyone?

Daniel Söderlund
Top Contributor ⭐
Forum|alt.badge.img+14

Contact groups, you mean requester groups?   

There have never been an option to add agents to requester groups for the 4 years I have worked with FS. 

 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
LukeC
Top Contributor ⭐
Forum|alt.badge.img+5
  • LukeCTop Contributor ⭐
  • Author
  • Top Contributor ⭐
  • December 11, 2025

Contact groups, you mean requester groups?   

There have never been an option to add agents to requester groups for the 4 years I have worked with FS. 

 

Hi Daniel, Thanks for coming back. In the early days I agree with you that there was not the option to add agents into contact / requester groups (I see them as the same and within our portal they are labeled contact groups - below).

 

However in recent years the abaility to add agents to these groups did come around and interally this became protocol when adding users (agents) to groups they would also make sense to be a part of. This was done because it was possible to do so, and we still have agents in contact groups now.

 

The reason I post is that although already existing groups have agents within, we appear not to be able to add them into any newly created contact groups - so to me this signals a change somewhere.

Daniel Söderlund
Top Contributor ⭐
Forum|alt.badge.img+14

Contact groups, you mean requester groups?   

There have never been an option to add agents to requester groups for the 4 years I have worked with FS. 

 

Hi Daniel, Thanks for coming back. In the early days I agree with you that there was not the option to add agents into contact / requester groups (I see them as the same and within our portal they are labeled contact groups - below).

 

However in recent years the abaility to add agents to these groups did come around and interally this became protocol when adding users (agents) to groups they would also make sense to be a part of. This was done because it was possible to do so, and we still have agents in contact groups now.

 

The reason I post is that although already existing groups have agents within, we appear not to be able to add them into any newly created contact groups - so to me this signals a change somewhere.

Ahh I see you are running in MSP mode. I think there are an idea for this. 

Only way to do things now is to use department/companies if you like to set permissions. 
System is based on agents and contacts being 2 different objects. 

Synerity | Your Nordic Freshworks Partner | Seamless Support & Solutions | www.synerity.eu
Terms of UseAccessibility statement