Freshservice administration: agents, roles, groups, SLAs and automation
How a Freshservice admin sets up the service desk: full-time and occasional agents, default and custom roles and their scope, agent groups with members, observers and round-robin assignment, business hours and holidays, SLA policies and their order, the Workflow Automator, the service catalog and supervisor rules.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Freshservice
Skills you'll practise
- Add agents with the right agent type, role and scope
- Set up agent groups with members, observers and automatic assignment
- Configure business hours with holidays and choose business or calendar hours for SLAs
- Order SLA policies so the most specific policy matches first, with escalations
- Build and order Workflow Automator workflows and check their execution logs
- Choose between a workflow and a supervisor rule, and publish catalog items to the right requesters
Course outline
- 1.Administering FreshserviceVideo · 1 min
- 2.Agents, roles and groupsLesson · 16 min
- 3.Business hours and SLA policiesLesson · 17 min
- 4.Workflow Automator, service catalog and supervisor rulesLesson · 17 min
- 5.Freshservice administration: agents, roles, groups, SLAs and automation: knowledge checkKnowledge check · 16 questions
- 6.Final exam12 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Freshservice Support: Defining Full-time Vs. Occasional Agents in your Service Desk
- Freshservice Support: Add Agents to Freshservice
- Freshservice Support: Understanding Default Agent Roles in Freshservice
- Freshservice Support: Setting up Roles & Role-Based Access Controls
- Freshservice Support: Create and manage agent groups
- Freshservice Support: Add members and observers to agent groups
- Freshservice Support: Auto-assigning tickets to agents in a group (round robin)
- Freshservice Support: Restricted Groups in Freshservice
- Freshservice Support: Business Hours & Calendar Hours
- Freshservice Support: Configuring multiple business hours
- Freshservice Support: Understanding Due By times and SLA policies
- Freshservice Support: Defining your default SLA policy
- Freshservice Support: Creating multiple SLA policies for specific departments and groups
- Freshservice Support: Manage ticket escalations in Freshservice
- Freshservice Support: Create workflows using Workflow Automator
And 7 more.
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.