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We added a new agent and he only sees the dashboard, no tickets. Our configuration and troubleshooting we performed so far:

  • Plan is a free one: Sprout Classic.
  • Admin → User Management → Agents: adding his acount
  • Agent is set as “Full Time”, and we have 3 seats total. He’s the third. Just to test we changed another agent to Part Time and now we have 1 seat available. We have 2 deactivated.
  • His account was a requester, but no longer listed as requester, so I assume that’s good?
  • Admin → User Management → Agent Groups: we have two, we added him as a member to both, and none of them are restricted.
  • We had him logout of Freshservice, then log back in.
  • He sees only the dashboard, nothing else.
  • I’ve had him try to manually go to tickets pages using the following links oursite.freshservice.com/a/tickets/view/unresolved  ~and~ oursite.freshservice.com/helpdesk/tickets but both of them redirect him to the dashboard.

Any additional thoughts on why a new agent can’t see anything other than the dashboard?

 

Thanks.

HI ​@jsuit 

It sounds like you didn’t give him a role, you need to give him an agent permission 

Admin » Agent » Permissions » Roles in workspace] » IT Agent ]Scope]

If you need more comprehensive Onboarding support Check us out below :D 

 

Roxanne

HI ​@jsuit 

It sounds like you didn’t give him a role, you need to give him an agent permission 

Admin » Agent » Permissions » Roles in workspace] » IT Agent ]Scope]

If you need more comprehensive Onboarding support Check us out below :D 

 

Roxanne

Thanks, but I don’t see that option anywhere in Agent panel:

 

You need to open the agent in question :D 

  

 

You need to open the agent in question :D 

  

 

Thank you! I did find it after I clicked on his name. This was confusing in the admin panel since there’s an Edit button to click on, but that doesn’t give you the same options such as adding a role. And older knowledge base articles shows Roles as a separate item under Agents in the Admin panel.

Thanks again! 😊

For those searching for this in the future, after I click on the agent’s name, I see this to add roles:

 

For others searching in the future, I gave him these roles to have almost full access:

 

It happens to the best of us! :D 

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