Based on their position in the support team, agents can take on different roles in a helpdesk. You don’t want all your agents to access account information or pull out reports about customer information.
An account admin in a helpdesk has complete control over the helpdesk. They can add more support agents, access all the reports, change payment plan, or even cancel the account. They can even add custom agent roles and control which agent can see which parts of the helpdesk.
Usually, the support manager, the CEO or anybody who makes all the support decisions will be an account admin. They are one level above admins who can set up business rules, add more agents but can’t switch plans or handle billing. Since most SaaS helpdesks have a trial period, the person who signs up for the helpdesk to evaluate it becomes the account admin automatically.