Understanding User Roles in Zendesk vs Freshdesk
What are the main user roles in Zendesk compared to Freshdesk?
In Zendesk, the main user roles are similar to those in Freshdesk, with some differences in terminology.Administratorsin Freshdesk are referred to asAdminsin Zendesk, and they have additional privileges to configure and manage the ticketing system.Agentsremain the same in both platforms, responsible for interacting with customers and resolving their requests.
Additionally, Zendesk allows for more customization withagent rolesandgroups. You can assign agents to different roles such as Advisor, Staff, or Team Leader, and even create custom roles if you're on the Support Enterprise plan. Groups help manage the support workflow by organizing agents into collections. For more details, you can check out theoriginal article.
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What tools does Zendesk offer for automating support workflows?
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How does Zendesk handle customer feedback compared to Freshdesk?
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What is the Zendesk Agent Workspace and how does it compare to Freshdesk's multi-channel support?
TheZendesk Agent Workspaceis a unified interface that allows agents to manage tickets across multiple channels, similar to Freshdesk's multi-channel support. This workspace provides agents with access to tools, data, and apps to extend…
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