Create New Role and Set Privileges

Purpose

This SOP describes how to create a new agent role and configure its privileges in Freshdesk, enabling fine-grained control over agent access and permissions.

Scope

This procedure is intended for account administrators who need to create custom roles with specific permissions for agents. Use this SOP when setting up new roles for your support team.

Prerequisites

• Logged in to Freshdesk with Account Administrator or Administrator privileges

• Access to the Admin panel

Procedure

1. 1

   Navigate to kuban-help.freshdesk.com

   Open the Freshdesk admin portal

   Navigate to kuban-help.freshdesk.com to access the admin dashboard.

   Step 1 of 6
   
2. 2

   Access Roles Management

   Click the Roles option

   In the Team section, click Roles to manage agent roles and privileges.

   Step 2 of 6
   

   Click: Roles Provide and restrict fin…
3. 3

   Create a New Role

   Click the New Role button

   Click the New Role button in the top-right corner to begin creating a new role.

   Step 3 of 6
   

   Click: New Role
4. 4

   Configure Role Details

   Enter role name and configure settings

   Fill in the role configuration form:

   Step 4 of 6
   

   Click: Name*
5. 5

   Set Permissions

   Configure role permissions

   In the Permissions section, select the appropriate privileges for this role. Available permission categories include:

   Step 5 of 6
   

   Click: Name*
6. 6

   Save the Role

   Click the Save button

   Click the Save button to create the role. A confirmation message will appear indicating the role has been successfully created.

   Step 6 of 6
   

Verification

To verify the role was created successfully:

1. Look for the success message banner at the top of the page confirming The role has been created

2. Verify the new role appears in the Agent Roles list

3. Confirm the assigned permissions match your configuration

Conclusion

You have successfully created a new agent role with configured privileges. This role can now be assigned to agents to grant them the specific permissions defined for their responsibilities.