We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
As an Administrator, you can change other agents’ email address by following the steps below,
Navigate to Admin from the menu. Under Team, click on Agents.
Click on Pencil Icon next to the agent’s name. Alternatively, you can click on the agent’s name and click on the “Edit Agent” button on the top bar.
Under the Edit Agent page, you can change or update the email address.
If the email address is already associated with a contact,
Freshdesk displays a banner "Email has already been taken."
Click on View User in the banner to go to the Contact Profile page.
Click on the "Convert to agent" option.
Choose whether the agent should be full-time or occasional, and click on Convert to create an agent from the contact profile.
Click on Update agent to save the changes.
As an Agent, you will be able to change your personal information. Only an admin can update your email address.
Please have a look at our video on how to update an agent’s profile in Freshdesk to learn more about changing agent information.
If you have any further questions or clarifications, please drop an email to support@freshdesk.com and our Product Specialist will be happy to assist you.
If there is a problem in changing an agent's email address, check if you are receiving any error messages. If not, open a new tab and go to Neo admin center by clicking the below icon at your bottom left hand corner of your screen,
i.e., <your_organization_name>.freshworks.com, then click Users once you are logged in. From there, attempt to change the agent's email address. If that doesn't work, contact Freshdesk support for assistance.