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Open : Open for Consideration

Inviting COLLABORATOR shall not be an ADMIN option

Related products:Freshdesk
  • January 31, 2022
  • 4 replies
  • 100 views
PLatIMT
Apprentice
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Hi there,

Currently, if you wish to invite COLLABORATORS within a ticket, you can’t as long as you’re an AGENT.
The only workaround is to tick this option within the ADMIN section of a new ROLE.

It brings a major downside because once you enable this option, FreshDesk considers the AGENT as an ADMIN and not as a basic AGENT anymore.

Which results in the loss of the ASSUME IDENTITY capability which makes AGENT management a nightmare.

Hope you can fix this urgently.

4 replies

rashmi.nag
Skilled Expert
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  • rashmi.nag
  • Skilled Expert
  • May 12, 2022
Updated idea statusNew→Open
Cheers, Rashmi || Team Freshworks
    Srimadhavan Sarangarajan
    Community Debut

    Hi,

     

    You can allow agents to invite collaborators without making them admins by doing the following: 

     

    1. Navigate to Admin → Roles → New role
    2. Create a New custom role (say’invite collaborators’) with Agent type as ‘Support agent’ → Choose Permission ‘Invite collaborators and provide ticket access’ → Save

    3. Navigate to Admin → Agents → Edit agent →  Choose ‘invite collaborators’ under roles → Update agent

    5. Hope this helps. Please let me know if you have any other questions.
      l.grund
      Community Debut
      • l.grund
      • Community Debut
      • December 14, 2022

      Hi Srimadhavan,

      Thank you for your message. However, please note we are aware of this option and are already using it. The initially reported problem was a little bit different - it is about the fact that this option is a part of the admin rights and therefore, once you grant it to the role, you are no longer able to assume the identity of the agent with this role… So the request is mostly about the possibility to grant this permission (ideally, as a non-admin one) and still being able to assume the agent’s identity…

      Thanks!

      Best​​​​,

      Lukas

      H
      Apprentice
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      • Harro Bosch
      • Apprentice
      • September 26, 2023

      HI,
      Is there any plan to implement this improvement?
      I totally agree that it is quite annoying that this option is in the admin settings.
      This should be in the ticket settings
      The only option i have now to assume the identity of an agent is to switch the setting off, do my test and switch it on afterwards.
      Regards,

      Harro

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