Users are people in your organization who have access to the Freshdesk Customer Success platform. You can add new users, edit details of existing users, and assign roles to users and manage user passwords through the "Users" page located in the Management Center under Settings. 

This page contains a list of Freshdesk Customer Success users who are given different level of product access permissions (specified by roles) to the Freshdesk Customer Success platform.

You can toggle to view active users, inactive users or pending users.

  • Active users: Users who have completed the account setup and thus can log in to the Freshdesk Customer Success Platform.
  • Inactive Users: Users who have been deleted. You can reactivate a user after it becomes inactive. 
  • Pending users: Users who have not completed the account setup and are not able to log in the Freshdesk Customer Success Platform

You can add new product users, check on their last Freshdesk Customer Success login date, assign/change roles to users, modify details of existing users, reset user passwords and disable user 2FA through this page. 

Add New Users

Click "Add New User" on the top right, on the pop-up modal, select a role for the user and enter the user's email, which will be the default username. If you'd like to add multiple users of the same role at once, type all the user emails, separated by commas.

Click "Add New Users" to complete the action. The user will receive an email shortly to complete their account registration process.

Once the user has submitted the required information, a new user account will show up in the Active Users list on the "Users" page. Users who have been added but have not completed the account setup process will show up in the Pending Users list. 

Edit User Details

After a user is added and registered successfully, you can change the associated role for that user and modify user details including the name, title, and phone number. 

To deactivate a user, click "Deactivate" under the user's actions.