Deactivating agents

agreed… all the data reports now have “no agent” for those tickets which is not very helpful

@stuartwilkie You can move them to an occassional agent license so that agents information doesn’t get deleted from Tickets and other analytics data remains as is.

Yes, you can, but then that will use a day pass and cost if anyone logs into it. I know they shouldnt - but I stand by the original idea, you should just be able to archive an agent. Every other system I know supports this basic core function

I agree with this as well. To me all should be considered “users” in one single table either being marked as active or inactive and the only thing that differentiates a Requester from an Agent is the roles they have been assigned. Inactive user accounts should be considered “archived” and not longer be referenced in new tickets while still be referenced in old and inactive tickets etc. 

I aplaude the idea

As mentioned before I would explain the workaround that solved this problem for us:

1. set the agent you want to deactivate to “occasional agent license”
2. depending of your plan you can set a custom role as “Ex-Collaborators” , “Inactive users”  or “Archived agents” and remove all the permissions
3. change their email to one that will no longer receive emails to can reset the password in order to cannot login and use day pass and this way you will avoid extra costs
4. avoid deleting the agent as you will lose all the data related
5. avoid reassigning the agent to a new member as all the agent productivity and analytics will be affected

Any update of it? We need it 😉

@mczaper - Thanks for check-ing. Let me check in again and get back

The feature already exists, it's opt-in though, so you have to write their support to enable it - see here.

Cool, thx! ;) 

Useful on Freshservice too

Requester / Agent - Activity Log | Freshworks Community - this should also be part of that though. There should be an Activity Log against each person as to what was changed with their account at any given time. Were they changed to a requester in September and then back to Agent in November with certain groups added. Was their name updated or a field in their person record updated from what and to what.