I was wonder if there was any thought to considering having the Organization Admin role or some other type of role available in Freshdesk that does not count towards an agent seat license? I as the primary administrator for our companies Freshdesk account am simply that, an administrator of our Freshdesk account. Additionally there are 3 other team members that simply support our Freshdesk account and they all have the administrator role and use an agent seat license even though they do not interact with customers.
We simply manage the the automation rules, add new agents, modify triggers, etc. The main reason there is more than one of us is for coverage during different shifts, vacation, out of office etc.
Just a thought as we are utilizing a perfectly good agent license for not doing any of the agent duties and essentially paying for it.
