Hiding deactivated agent from agent drop down

  • 4 March 2022
  • 1 reply

We have deactivated agents but every agent we have ever had is still showing in the Agent drop-down on tickets. This is bothersome, we need to scroll to find the right agent every time. We only have 3 current agents and 7 deactivated. I can’t find a switch to hide them


Best answer by zachary.king 4 March 2022, 15:23

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Userlevel 7
Badge +14

Hello @Kim Harding, I am surprised that you are still seeing the agents in your dropdown. When you “Deactivate” an agent in freshservice the following things happen

In our instance when we deactivate an agent, that agent is no longer assigned to any groups removing their names from the agent dropdown and from being eligible for ticket assignment. If this is not the experience you are having I would reach out to for support.

Hope this helps!