As pointed out by other customers, such as 

, the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missed

The current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.

Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic tickets


SUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE