'Inactive' agents

This totally needed.

At this time we've been converting the agent to a customer instead for all the reasons you stated, but this is a MUST HAVE feature!  Looking forward to seeing a better way to do this.

I couldn't agree more. This is a must feature.

Freshdesk any word on this? 

Hello,

Any news on this feature or more efficient workaround ?

Thanks

Also eager to see such a solution.

Sometimes it seems you guys don't care much for improving your software, noticing that this request is also three years old and a very common issue.

Any updates? :)

Hello Fd - Really, there must be a way to change an Agent's status to inactive, rather than delete or make an Occasional Agent, so that they remain in all historical records but are no longer available as Agents in current views and reports. 

PLEASE post an update, better yet a resolution...

This request is now four years old. It's very important for auditing purposes that we are able to deactivate an agent or a customer and keep their history. This is available in several other CRM products. I would like to see an option to deactivate that then prevents the agent from being able to log in, removes them from agent lookup in new tickets, but allows us to run reports and review the agent history.

This feature is necessary for companies to provide audit records.

This ticket is now 4 years old. It is vital that Freshdesk customers have the ability to mark an agent or customer as inactive but keep the ability to search on  and build reports on the deactivated users for auditing purposes.

Please add the ability to set a customer/agent as inactive. This would put (Inactive) after the agent/customer name, prevent future logins, and remove the agent/customer from the requester/agent fields in new tickets, but keep the agent/customer available in the search fields for searching tickets as well as generating reports.

My current workaround:

Before deleting the agent/customer, search for all tickets associated with that person. Use the bulk change option and add the person's name as a Tag to all the tickets. This allows for searching tickets as needed but doesn't seem to work when generating reports. 

Why not have a flow of when deleting an agent the admin is presented with another form, or popup, that has an option to assign any ticket data to another agent? I dont mind jumping through one or two hoops to get something done but that just makes sense.

This is actually critical. 50% of our Agent Names are 'Occasional' that are no longer employed. It looks terrible and affects productivity because it leaves the impression that tickets can remain Opened indefinitely.   I find it mind boggling this has not been addressed after so many requests.

If they would just implement a flow where we disable an agent and can simply define all agents tickets to someone else, like pretty much all other CRM's, problem solved. Don't overthink it, just think it.