Removing or replacing an agent Follow

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10 comments

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    Lorenzo Baldi

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

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    Jessie - Community Manager

    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.

  • Avatar
    Paul

    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 - Community Manager

    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

    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");
    });

  • Avatar
    Jessie - Community Manager

    Hey Paul!

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

  • Avatar
    Jbalestrero

    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

    Hi Jason - 

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

  • Avatar
    Joshy189420

    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

    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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