Currently when you want to change an agent into a collaborator account you have to first delete the agent and then create a collaborator account for them. You also cannot change collaborators to agent accounts either.
It would be practical if you could change the type of account without having to delete it first.
This really needs more focus - this request has been in place for nearly 2 years
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 and in turn creates inaccurate data, they are still within the company and did work on these items.
Hey
Let me check this internally and come back.
Hey
Let me check this internally and come back.
Hey
Let me check this internally and come back.
Passed this along to the Product team, Julia. I should have an update for you by next week.
Hey folks!
The feasibility of this is currently being looked into. I’ll flag it as a priority to the teams and keep you posted on any updates that come my way!
any updates on this ?
This is too bad. We often have employees move into operations from support and we want to know what tickets they worked on in the past. Deleting the agent removes that metadata and all of the SME knowledge built is lost.
In the meantime, I keep using the workaround I found with the email change (see last post):
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