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Also known as a customer support agent or helpdesk agent.

Agents are the frontline of any support team, being the first point of contact for any customer looking for help. Using Freshdesk, they interact with customers across support channels - emails, phone calls, live chat or messaging apps like Whatsapp - and document all incoming requests for help as tickets. Agents then categorize these incoming requests, determine priorities and decide which ones need a field team to be dispatched. They create service tasks for field service requests so field technicians have the information they need to solve problems in the service area. 

Agents also coordinate with the field teams to provide additional context regarding the customer's problem as necessary and often act as the bridge between the customer and the field team. They are responsible for ensuring that customer problems are solved on time as per preset SLAs.