CDL Helpline FAQ page

Created by Kristen Chua, Modified on Fri, 17 Mar 2023 at 01:43 PM by Kristen Chua

What is the difference between an agent account, collaborator accounts, and a normal (customer) user account?

A normal user account (customer account) may submit tickets and update/ track their own tickets, as well as see help articles and broad announcements about outages in forums, but they are not able to see tickets submitted by all other campuses tickets in the CDL Helpline. 


Collaborators (a type of agent account with limited permissions) can see all other campuses’ tickets in the CDL Helpline. They have the same visibility as an agent within their scope (the CDL Helpline or Courier Management space), but they can’t reply to tickets directly as collaborators. Instead, they can and add/edit private notes – which don’t notify the customers directly but add extra information onto the ticket. These private notes are visible to all other collaborators and agents. This page has a bit more information about what a collaborator can do in the CDL Helpline Freshdesk space: Using the Collaborator Portal : CDL Helpline ( The people on the CDL Helpline Freshdesk Collaborator Accounts Request Form have this type of account.


Agent accounts (what Jayne and I have for CDL Helpline) are admin accounts for the space. We can manage tickets, triage tickets on to other groups (like CDL Acquisitions), set up user and collaborator accounts to make sure people have the right visibility into the CDL Helpline and Courier Management spaces, and configure how the helpdesk web page looks among other things. This page Understanding Freshsales agent roles and privileges : Freshdesk has more information about what agents can see & do in Freshdesk.

How can we request a collaborator account? 

Please let us know the five UC Library staff from your campus who would like to have collaborator accounts from each group by filling out the sheet for your respective group: CDL Helpline Freshdesk Collaborator Accounts Request Form or Courier Management Freshdesk Collaborator Accounts Request Form

Please feel free to reach out to me at if you would like to request additional collaborator account(s).

If we login with a Google account, is it still recommended that we register for an account using the sign up form?  

We don’t see any reason that you should need to create a separate account if you log in with a Google account. Please let us know if you are having any issues viewing your own tickets (or other campuses' tickets, if you have a collaborator account), when logging in with Google.


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