In your Freshdesk account, the roles that an agent can be are structured in the following manner:

Agents -> Supervisors -> Administrator -> Account Administrator

Even if you have custom roles set up to give your agents more fine-grained access to your helpdesk, all of the roles you specify will still fall into these four categories.


Modifying and deleting agent profiles

As a standard rule, if you want to delete or edit another agent’s profile, you have to be an Admin who can manage agents i.e you have to be able to view the Admin tab and the ‘Agents’ control in said Admin tab to modify or delete another agent’s profile.

The rules are pretty simple as far as modifying an agent’s profile or deleting them goes.

  • You can’t delete yourself. You can, however, edit your own role or scope. 
  • If you’re an Admin, you can edit or delete the profile of other Admins but not Account Admins.
  • If you’re an Account Admin, you can edit or delete the profile of pretty much every other agent on the helpdesk.


Guide to editing or deleting an agent’s profile
  • Login to your support portal as Administrator
  • Go to Admin>Agents
  • Find the Agent whose profile you want to modify. Click ‘edit’ or press the button next to it to delete their profile. If you can’t see the ‘edit’ or the ‘dustbin’ button, it means you don’t have the privilege necessary to modify their profile.

Assuming Identities
Like the ability to modify or delete profiles, you can only assume identities of agents if you can view the ‘Agents’ control in the Admin tab. However, unlike the modify/delete access, you can only assume the identity of agents who are not Admins. Even if you’re an Account Administrator, you cannot assume the identity of other Admins or Account Administrators.

Guide to Assuming Identities: Agents
  • Login to your support portal as an Administrator
  • Go to Admin>Agents
  • Find the Agent whose identity you want to assume. Click on his name. In the new screen, you’ll notice a series of buttons right next to the agent’s name. If the agent is not an Admin, ‘Assume identity’ is the first button you should see. If you can’t see it, it means the agent is an Admin.


Guide to Assuming Identities: Customers
  • Login to your support portal
  • Go to ‘Customers’ tab.
  • Under ‘Customers’, find the customer whose identity you want to assume. Click on their name. Once you do, you’ll notice a series of buttons in the upper right corner of the new screen. ‘Assume Identity’ should be the first button.