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Move Collaborators to Agents


Is there a way to move collaborators to agents?

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7 replies

Yusuf Ahmed
Community Manager
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  • Community Manager
  • 121 replies
  • October 14, 2024

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. 

 


Adam237
Community Debut
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  • Community Debut
  • 7 replies
  • October 25, 2024

Yes i thinks there is a simple way of it.


RobCrossHM
Skilled Expert
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  • Skilled Expert
  • 88 replies
  • November 28, 2024

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


  • Community Debut
  • 3 replies
  • January 29, 2025

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!


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  • Top Contributor
  • 5 replies
  • February 13, 2025

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

 


  • Community Debut
  • 3 replies
  • February 13, 2025
Morourke wrote:

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:

https://community.freshworks.com/ideas/change-agent-to-collaborator-and-vice-versa-32430

 


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  • Top Contributor
  • 5 replies
  • February 13, 2025
FerFidalgo wrote:
Morourke wrote:

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:

https://community.freshworks.com/ideas/change-agent-to-collaborator-and-vice-versa-32430

 

Thanks for catching 


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