Customize what your agents can access

Give agents differential access and privileges in your helpdesk to match their role and responsibility.

Default agent roles

Tailor roles according to expertise

Organize your support better by moderating the permissions agents have, based on their areas of expertise.

 Agent permissions selector

Regulate access based on experience

Ensure complex issues aren’t routed to new, inexperienced agents by designing rules to assign tickets according to their experience

Agent privilege selector

Calculate and improve agent productivity

Monitor performance

Keep track of first responses, first call resolutions and overdue tickets to understand how your agents are doing.

Freshdesk arcade

Incentivize your helpdesk with a game-based system and foster friendly competition between your agents.

Agent collision detection

Prevent duplication of effort by ensuring your agents don’t send multiple or contradictory responses to the same queries.