When you add a new agent to your Freshdesk Account, they will receive an activation email with a verification link. The agent can then click the link to verify their account and log in for the first time. 

If the agent is having trouble receiving that email or following the activation link, follow these steps to troubleshoot the issue.


Delay in email delivery

Sometimes, there may be a delay in the delivery of verification emails. So, please wait for some time before you try again.

Email in SPAM folder 

Check if the verification email is in the SPAM folder.


Resend verification email

You can try resending the verification email by following the below steps.

  1. Navigate to Admin. Click on Channels and then select Email.

  2. Click on the 'Verify' button next to the email address to resend the verification email.


Reset the password

  1. Navigate to the Login page of your Freshdesk Account.

  2. Click on Are you an agent? Login here link.

  3. Click on the Forgot Password? Link.

  4. Enter the email address you'd like your password reset information sent.

  5. Click on the Request reset link button.

    How to reset password to receive activation email in Freshdesk?


You can then reset your password by clicking on the email link and logging in to your Freshdesk account.    


If the issue still persists, please drop an email to support@freshdesk.com and our Product Specialists will be happy to assist you.