Best practices for removing agents Follow



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    Steven Christou

    What is the difference between suspending a user, and deleting a user? I guess should an agent who left be deleted, or suspended?

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    Jessie Schutz

    Hi Steven,

    Suspending a user keeps all their information in your Zendesk, but prevents them from logging in. Deleting a user removes their profile completely, although their tickets and Help Center posts will remain.

    As recommended in this article, it's best to suspend the user, rather than delete them.

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    HI There

    If I downgrade a user from Administrator to End User will this affect any help centre articles they have published?  Will these articles still be available for our end users to view and administrators to edit?

    Thanks in advance.



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    Jessie Schutz

    Hi Ian! 

    Changing the user role is not going to have any impact on the articles those users have published. They'll still be available with the same view/edit permissions.

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    Justin Smith

    Looking for some advice here. I need to downgrade an agent who left us, and she has 300+ solved tickets that have yet to close. What's the best practice for getting these to a new home, while still being able to report that these tickets belonged to the exiting agent at one point, all while preventing this agent from signing into Zendesk?

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    Hi Justin!

    There are several approaches here; first thing you would want to do is suspend the profile. After that the user will no longer have access to Zendesk.

    I would suggest when you are reassigning these to another agent you could add a tag, something like - agentName_reassign - this would allow you to create an Insights report filter to report on tickets that used to be assigned to X agent. 

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    Justin Smith

    Terry, that's a perfect solution. Thanks a ton!

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    Trang Dinh

    Hi there,

    I hope that somebody can give me a hand with this. I need to downgrade some agents to End-user but before that I'm trying to give their tickets a new home by reassigning those tickets to other agents. Unfortunately, I can't reassign their closed tickets with an automation since according to Zendesk, closed tickets are archived and we can't modify them. What is the best practice in this case then?  


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    Nicole Relyea

    Hi Trang - 


    Can you provide more detail about your use case? 

    It's true that you cannot make changes to a closed ticket. However, you won't lose those tickets once you downgrade those agents. They'll still show up in records and reporting. 

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    Adrian Stefan (Edited )

    Is End-User still an option in the latest Zendesk. I'm trying to downgrade before suspending:

    Update: It's not an option in the drop-down if you click Edit on the list of people, but if you go to their actual profile, it is. Leaving this post up for documentation.

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    Stacy Kennedy (Edited )

    I have an agent who was assigned one of our chat positions.  I cannot remove the chat capability from his agent profile.  I thought it might be because he was suspended so we reinstated his record but it still doesn't work.  When I try to downgrade him to an end user the box pops up with the warning and we accept yet it does not change his status.  There is an empty box in the right hand corner with a red circle and a red ! in it but no message.

    After being reinstated the it says that he is a restricted agent.

    What can we do to remedy this?

    Also, when the agent was in the suspended state it was still counting him as one of our chat agents and not letting me assign the role to someone else.



  • Hi Stacey!


    I see one of your colleagues was able to contact our support team and perhaps resolve the issue. If you need any more help with this, feel free to submit a ticket at

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    Spencer Hudson

    Ok there's a huge problem with the instruction "selecting the Edit (number) ticket(s) button" ... the typical experience in Zendesk is to clickon the downselector (the button with the down arrow). It's not at all obvious that there are two buttons:



    Perhaps the down arrow should also link to the "edit" functionality. 

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    Krishnakumar Karancherry

    my option to downgrade or to remove the agent is disabled. See the below image. can someone guide me how to delete a agent who has left my organisation 




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    Graeme Carmichael


    It looks like you are selecting the edit email menu.

    To downgrade an agent, look for the Role selection higher up the screen.

    To delete the user, it is a different menu again. This time towards the right hand side.

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