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The Agents tab in Freshdesk Contact Center allows you to add new users in your account and assign roles to them. Roles define the permissions/accessibility allowed for each user within an account. For example, a supervisor can have access to the live dashboard and monitor other agents' performance. For more details Role Management in Freshdesk Contact Center.

You can also create individual teams based on your business requirements and add agents/users to the team. 


User Requirements: Only admins and account admins can create new users.


Note: As an account admin, you can increse or decrese the agent count from the billing section.


Add Users


Omnichannel Agents

If you are an omnichannel customer, you can create two types of agents from within the associated caller account:
  • Freshdesk Contact Center Agents:  Create Ominichannel agents who can access Freshdesk Contact Center, but not Freshdesk. For details, contact support@freshcaller.com.
  • Omnichannel Agents: Create Omnichannel agents, who can access Freshdesk Contact Center, Freshdesk Messaging, and Freshdesk. For details, see centralized omnichannel agent management.


  1. Log in to your Freshdesk Contact Center account.

  2. Go to Admin Settings > Agents (Users).

  3. Click New Agent (User).

  4. Enter the email address of the user.

  5. Click on the Roles option and select the preferred role:

    • Agent: Can make/receive calls, access the agent dashboard and call logs, can also access contact information.

    • Supervisor: Can perform all agent-related activities and access reports but cannot access or change configurations in the Admin tab. Additionally, you can configure data scoping for a supervisor.

    • Admin: Can configure all features through the Admin tab but is restricted from viewing Account or Billing-related information.

    • Account Admin: Has complete control over the product including access to the account or billing-related information and receives invoices.

  6.  Click Add Agent.

After you add a user to your account, your users will receive an email to activate their account. Once activated, the users can start using the Freshdesk Contact Center account using their credentials.


Edit Users

To change user details:

  1. Log in to your account.

  2. Go to Admin Settings > Agents (Users).

  3. Search for the user/agent name to edit the details.
    You can use the search bar at the top to search for the agent you are looking for.

  4. Hover over the agent's name and click on the edit icon.

  5. On the right, under Agent Details, make the necessary changes

  6. Click Save Changes.

  7. If you want to resend the activation mail to the user again, hover over the agent's name, and click on the resend activation email icon.