There are pre-existing default roles in Freshservice that cannot be modified. Agents with default roles will be able to view all tickets. If you are on the Estate or Forest plans, you can also create custom roles for agents within your IT Service Desk.
The SD (Service Desk) Agent :
This is the basic role you can assign to your IT support agents. These agents can create, reply, update, delete, and resolve Tickets. They can also create and edit Problems and Changes. On the CMDB/Asset Management module, SD Agents can create and edit CIs/assets. They can create and delete requestors, make new announcements, and publish and delete solutions. However, SD agents cannot delete Changes, Problems, or CIs/Assets. They also have no control over Releases.
The SD Supervisor
These agents can perform all agent-related activities and access reports, but cannot access or change configurations in the Admin tab. These agents can create, reply, update, delete, and resolve Tickets. They can also create and edit Problems and CIs/assets. These agents can view reports, have complete control over solutions and can create, edit, and delete requestors. However, SD Supervisors cannot delete Problems or CIs/assets and have no control over Changes, Releases, and Announcements.
The Admin
These agents can configure all features through the Admin tab but are restricted from viewing Account or billing-related information. The Admin also has complete control over tickets, problems, changes, releases, CIs/assets, solutions, and reports. However, the Admin does not have control over account management.
The Account Admin
The Account Admin has complete control over the help desk including access to Account or Billing related information and receives Invoices. This agent also has complete control over tickets, problems, changes, releases, CIs/assets, solutions, and reports.
The Problem Manager
This agent has full access to the problem module and can perform all agent-related activities. Problem managers can create and edit changes. They can view requestors, solutions, and reports. They can make and edit announcements and create and edit CIs/assets. However, they have minimal control over Tickets and Solutions and have no control over Releases.
The Change Manager
This agent has full access to the change module and can perform all agent-related activities. Change Managers can create and edit Problems, Releases, and CIs/Assets. They can make and edit announcements and view solutions and reports. However, change managers have very limited control over tickets.
The Release Manager
This agent has full access to the release module and can perform all agent-related activities. Release managers can create and edit Changes and CIs/Assets. They can make and edit announcements and view solutions and reports. However, Release Managers have limited control over tickets and no control over Problems.
The Configuration Manager
This agent has complete control over the CMDB/Asset Management module, including managing costs and configuration settings. However, they have little to no control over tickets, problems, changes, releases, and reports.
