Note: If you have signed up on or after 12th December 2022, please refer to this section for managing agents in Freshservice.
Agent Roles allow you to create special privileges allowing you to specify what an agent can see and do within your Freshservice support portal.
By default, Freshservice lets you choose between several roles:
- Account Admins: Have complete access to everything, including billing and account management.
- Admins: Can access everything and edit configurations under the Admin tab, but cannot view or modify billing information.
- Supervisors: Can view and respond to tickets and generate reports, but not view Admin options.
- Agents: Can view and respond to tickets, assign them, and modify ticket properties.
- Problem Manager: Can view and respond to tickets and problems and modify their properties.
Change Manager: Can view and respond to tickets and changes and modify their properties.
Release Manager: Can view and respond to tickets and releases and modify their properties.
CMDB Admin: Can access the CMDB to manage configuration items, and manage tickets, problems, changes, and releases.
Associating a Role to an Agent:
To associate a role with an agent,
Login to your Freshservice portal as an administrator.
Open up the Admin tab and click on Agents. If you have more than one workspace navigate to Admin > Global Settings > Agents.
Locate the agent you want to change and click on Permissions, or click on New Agent if you're adding a new agent. Under permissions, you will be able to assign roles to agents.
If you have more than one workspace, click on the Add to Workspace option and you will be abe to assign roles on the workspace level.
Click Save to save the Agent’s roles.
How does Manage Reports permission impact Reports
In Freshservice, the Manage Reports permission allows agents to create and manage important reporting functions such as scheduled reports and data exports.
Assign Manage Reports permission
To assign an agent or admin Manage Reports permission, follow these steps:
Go to Global Settings > Roles > Edit Role > Reports > select Manage Reports permission.
Agents with Manage Reports permission can do the following:
Create and manage Scheduled Reports
Set up and manage Data Exports
Remove Manage Report Permission
If you remove the Manage Reports permission from an agent has certain impact areas, including:
Data exports and scheduled reports previously created by the agent will stop functioning.
Automatic notifications will not be sent to agents or administrators.
Agents can still view reports shared with them unless specific view permissions are removed.
Note:
Recreate important scheduled reports or data exports using another agent with appropriate permissions before removing permissions from the current agent.
Other users will not receive the scheduled reports or cannot view any data in scheduled exports set up by an agent with removed permissions.
The the Manage Reports permission can also be removed when you do the following actions in the Agent page:
Removing the “Manage Reports” permission from a role
Edit agent role
Converting an Agent to a Requester
Removing workspace access from an agent
Note: The above actions are applicable for Admin roles as well.
Frequently Asked Questions (FAQs)
Q1: Why am I not receiving the reports scheduled or seeing any data in scheduled exports setup by an Agent?
A: It is likely that the “Manage Reports” permissions of the Agent who had created the reports schedules or data exports schedules might have been revoked. You can try creating the same reports, data exports schedule as an Agent who has Manage Reports permissions for all the modules.
Q2: Can an agent still view existing reports after the 'Manage Reports' permission is revoked?
A: Yes. Revoking 'Manage Reports' permissions restricts only the creation, scheduling, and export of reports. Agents can still view reports shared with them unless specific view permissions are altered.
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How does Manage Reports permission impact Reports
This section explains the significance and management of the 'Manage Reports' permission within Freshservice, including its impacts on reports and data exports.
Overview
In Freshservice, the 'Manage Reports' permission allows agents to create and manage important reporting functions such as scheduled reports and data exports.
Properly setting this permission ensures that agents have the reporting capabilities necessary to fulfill their roles efficiently. Conversely, revoking this permission has certain implications, which is explained in detail.
Manage Reports permission
You can find Reports related permissions for Agents under the “Reports” section of the Permissions page
What Can Agents Do With 'Manage Reports' Permission?
Agents with 'Manage Reports' permission can:
Create and manage Scheduled Reports
Set up and manage Data Exports
What Happens When You Revoke 'Manage Reports' Permission?
Revoking the 'Manage Reports' permission from an agent has certain impact areas, including:
Data exports and scheduled reports previously created by the agent will stop functioning.
No automatic notifications are sent to agents or administrators when permissions are revoked.
Therefore, it is important to:
Recreate essential scheduled reports or data exports using another agent with appropriate permissions before revoking permissions from the current agent.
Manage Reports permission can be revoked by
Removing the “Manage Reports” permission from a role
Removing the role associated with manage reports from an agent
Converting an Agent to a Requester
Removing workspace access from an agent
Note:
The same pointers apply for Admin roles as well
Admin roles also need to have “Manage Reports” access for all the modules. E.g. Manage User Reports, Manage Group Reports etc.
Frequently Asked Questions (FAQs)
Q1: Why am I not receiving the reports scheduled or seeing any data in scheduled exports setup by an Agent
A: It is likely that the “Manage Reports” permissions of the Agent who had created the reports schedules or data exports schedules might have been revoked. You can try creating the same reports, data exports schedule as an Agent who has Manage Reports permissions for all the modules
Q2: Can an agent still view existing reports after the 'Manage Reports' permission is revoked?
A: Yes. Revoking 'Manage Reports' permissions restricts only the creation, scheduling, and export of reports. Agents can still view reports shared with them unless specific view permissions are altered.
