Hi @Berway72,

Greetings from Freshworks community. To convert a collaborater into a agent, I suggest you to delete the user who is a collaborator so that their profile would be updated as a contact.

By Design, if you delete an agent or a collaborator, their profile would be converted into a contact . Later you can search using their email address and use the option "Convert to Agent" > Choose Full Time so that you can convert them into a support agent by utilizing your available seats. 

Yes i thinks there is a simple way of it.

Why can’t you convert them straight from being a collaborator into an Agent?  

Hello, same question, the other way around, also unable to transfer:

I would like to move an agent to collaborator without deleting. The person is still employed, need access just read-only while in a different team. If I delete, every case handled will lose the details of the agent managing it.

Is this possible, so far I am having greyed out the dropdown menu (I have all 4 roles):

Thanks in advance!

I’ve added this as an idea because seems to be an obvious gap in the solution 

Thanks for your intention, but I believe you just opened a new topic/thread, not an idea/suggestion.

No need, I found there is already on IDEA we should all UPVOTE and subscribe, to push for this feature:

Thanks for catching