Removing or replacing an agent

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15 Comments

  • Lorenzo Baldi
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    Hello, what happen to the tickets in closed status when you remove the assignee?

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  • Jessie Schutz
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    Hey Lorenzo!

    Closed tickets can't be altered in any way, so no assignee information will be changed on those tickets.

    We have another article that goes into more detail about removing agents, if you haven't already seen it: Best practices for removing agents.

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  • Paul
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    Question. We reassign all the tickets that where assigned to the agent. All well so far. But when we deleted the user his old name is visible to the older tickets. How? And how can we change that name or link it to the owner/admin account? Cause we can't edit that user anymore because it's removed. :S

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  • Jessie Schutz
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    Hey Paul!

    It's not possible to change the assignee on a ticket that's in Closed status. That's why the agent's name remains the same. Can I ask why you would want to change the assignee after the fact? That is the agent that worked on the ticket, and it's generally a good idea to maintain that system of record in case something comes up later.

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  • Paul
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    Hi Jessie,

    Changing the name of the assignee is a political issue. That's why we would like to change the past/closed tickets by assignee ;)

    For now i changed it for the viewers/customers in the portal via javascript (when emailed the old name will be visible).

    Used code:

    $(".comment-meta span, .request-details dd").text(function () {
    return $(this).text().replace("Old name value", "New name value");
    });

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  • Jessie Schutz
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    Hey Paul!

    I'm glad you found something that works for you!

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  • Jason Balestrero
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    Hi Jessie,

     

    If I demote an agent to an end-user exactly what information will be preserved? Will I have access to all of their previous tickets?

     

    Thanks,

    Jason

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  • Nicole - Community Manager
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    Hi Jason - 

    You'll have access to their tickets, but they will become unassigned unless you re-assign them to someone else first. 

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  • Joshy189420
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    Hi there. I am a quality officer for a bpo company based in asia. Most BPO companies for email support roles uses zendesk. One problem that we are trying to figure out is how agents manipulate the assignee name since customer emails are being answered by different agents. If an agent replied to a customer email and did not click "take it" on the assignee field solved it, is there a way to check that on events? Morever, if the customer replied to that agent's email with a bad survey, will that survey go to that agent or to the agent who previously worked on that ticket with their assignee name on it?

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  • Sergei Dudko
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    Hey Joshy,

    If an agent replied to a customer email and did not click "take it" on the assignee field solved it, is there a way to check that on events?

    • yes, events will display an agent that solved the ticket

    Morever, if the customer replied to that agent's email with a bad survey, will that survey go to that agent or to the agent who previously worked on that ticket with their assignee name on it?

    • to the agent, that was listed in assigned field at the time of Solving ticket. 

    Hope this answers your questions in full. Let us know if you need more information.

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  • Stephen Walker
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    This might be more closely aligned to SSO but...  We have an agent who was recently downgraded to End User.  Beside the obvious difference, end users use SSO via Azure AD to login whereas agents do not.  Now the individual is completely unable to login.  Thoughts...?

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  • Heather Rommel
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    Hi Stephen Walker,

    I think you might want to check your settings in your Security Settings and see if you might want to revisit the setup:

    Admin -> Settings -> Security --> Global (takes you to admin center)

    You probably have Zendesk authentication turned off under end users.  I'd imagine that was for a reason... But perhaps for backup purposes you might want to enable again?

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  • Stephen Walker
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    Heather,

         The problem is actually in reverse.  End users have social login enabled through Microsoft but agents do not.  She was an agent but with her position change she is now and end user.  Her account exists as it previously did but when she goes to login she gets an error that says there is no role defined for her.  Her email address is valid and her account is not in a suspended status.  Everything I can think of to check, is normal but she is still unable to login.  Thoughts...Zendesk Community...?

     

     

     

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  • Brett - Community Manager
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    Hi Stephen,

    That's definitely some odd behavior going on there. I'm going to create a ticket on your behalf so our Customer Advocacy team can take a look for you.

    It may be necessary to enable account assumption on your end so we can assume in and take a look at this profile.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Dan Cooper
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    It has been a few years, but I've seen issues with SSO getting hung up on an end user still having an external ID and trying to put the user through the agent SSO instead of the end user.  This would happen if the user is still going through links that lead to the agent interface instead of going to the help center. 

    Another thing you might be able to check into the user session to see if the user is actually authenticating into the account as expected.

    https://{subdomain}.zendesk.com/api/v2/users/{user_id}/sessions.json should show you the session for the user, just swap out the subdomain and user id.  It might help you get some additional details on what is going on.

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