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Agents can take on different roles in Freshdesk. 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An administrator is the second most powerful agent role in a support solution, superseded only by the Account Administrator. Administrators can set up new channels of support, add or remove agents, field technicians, field service managers and supervisors, change roles, set up automations, change portal themes and the language. They can also create custom agent roles, and control which agent sees what parts of the Freshdesk account.  

Normally, support managers and anyone who is experienced with managing support and field teams are given the role of Administrators.