Back to Glossary

Agents can take on different roles in a support solution. This role-based access control enables agents to access and modify only the information and sections they need to do their jobs. This is especially relevant when it comes to accessing or changing account information or sensitive information such as customer payment records.

An account administrator is the most powerful agent role in Freshdesk. They have complete control over the entire account. They can add or remove agents, field technicians, field service managers, supervisors and administrators as well as change their roles, view all interactions with customers, pull out any reports they require, change payment plans, or even cancel the account. They can also add custom agent roles, and control which agent can access which parts of Freshdesk.

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.

Related Terms