To create new agents and assign them to groups, you must first enable chat to the specific agent in Freshdesk by following these steps:
Click here to access Freshdesk.
Once logged in, click on the ‘Admin’ icon located on the left pane.
3. Navigate to the 'Team' section and select the 'Agents' option. Click on it to proceed.
4. Locate the agent for whom you want to enable the chat option and click on their name to proceed.
5. The agent’s profile will open. Click on the ‘Edit Agent’ button to make changes. 
6. Scroll down to the bottom of the profile page. Under the 'Support Channels' section, enable the 'Chat' option.
7. Click on ‘Update Agent’.
8. After ensuring the Chat option is enabled, navigate to Freshchat.
9. Then, go to the 'Admin' section on the left pane.
10. Under the 'Configure' section, select the 'Agents' option.
11. Locate the agent you just enabled for Chat. If the agent is not enabled for Chat, they will not appear in the list.
12. Once you have found the agent, click on their name. A pane will appear on the right side of the screen, allowing you to configure their settings.
13. Assign the desired role, load level, and group to the agent.
After making the necessary changes, click the 'Update' button to save the configuration.