Generally we like the new freshworks / mint system with freshId.
However, administrators now seem to have much less ability to help agents with login and profile problems.
Our admins can no longer trigger password resets for agents, and can no longer edit agent details like first name, lastname, etc.
Since not all agents are technically proficient, it's much preferred to regain the ability for administrators to help them rather than relying on agents to self serve.
I'd like the behavior I had prior to this update - when admins could trigger password resets and edit user details if necessary.
