Best practices for removing agents

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  • Brett - Community Manager

    Hey Caleb - 

    If the agent has any tickets that they're the requester of and you try to delete their profile your API request will fail. 

    If they're not the requester of any tickets but do have tickets assigned to them the API request will successfully delete that agent. Tickets that were previously assigned to the agent will now be unassigned. 

    Let us know if you have any other questions!

  • Dmitry Andrievsky

    What is the appropriate way to do the following?

    Currently, I have 9 active agents on the standard plan, with large ticket history. I need to switch licensing to a single user for reporting (move to 1 agent, single user) insights plan, so I can do historical reporting on the agent history/performance. How can I demote agents, keeping all of their history intact and be able to upgrade to a single user insights plan? Thank you!

  • Nicole Chan


    I have some agent were suspended user, and they have over 500+ closed ticket, as per another posted advices, closed ticket will not be reassign as already archived if I downgraded them to end-user, in this case, can I assume the suspended agent still shows as assignee for those ticket can we recall those closed tickets from customer organisation?


  • Heather R

    You can go ahead and downgrade the Agent, Nicole. I don't quite understand what you mean by "can we recall those closed tickets from customer organisation"? I have always just left the tickets where they were after downgrading the Agent. 

  • Sydney Phelon

    Should a user reply to a solved/old ticket from a suspended agent, where will those tickets be routed? 

  • Nicole - Community Manager

    Hey Sydney -

    The ticket would remain assigned to the suspended agent, which is why we recommend the process above to remove agents.

  • April Buck

    I have a question regarding reporting. Here’s the scenario:
    1. Agent left our organization
    2. I reassigned all cases less than solved
    3. I downgraded to end-user
    4. I have not yet suspended the person

    Now I am being asked to provide a report reflecting all reassignments from this former agent.

    Since they are now an end-user, I am not able to filter on this agent in my reassign report.

    If I were to upgrade this end-user back to agent, assuming I have an extra license to do so, would I be able to report on the ticket reassignments or has this information been lost?

  • Graeme Carmichael


    Try this:


    • Text Field
    • Ticket ID
    • Text Field [Previous Value]


    • Date (Event) is the last XX Days
    • Text Field is Assignee
    • [Text Field] Previous Value is [Assignee] The Agent that Left


  • April Buck

    @Graeme Carmichael

    Thank you very much!!! This worked for what I needed, plus some additional filtering. Appreciate the assistance. 


  • Eivind

    Is it possible to restore access after suspending an agent account? 

  • Graeme Carmichael


    Suspended Agents can be unsuspended at any time. The Agent will still have access to the same support groups as before.

    Note that suspended agents still count towards your plan's agent count.

  • Christopher C.



    If I move an agent to lite agent does it still keep all of the data if this agent is in a report?

  • Brett - Community Manager

    Hey Christopher,

    As long as the data hasn't been completely deleted this should remain within your reports. When it comes to closed tickets, this data becomes read-only and the assignee will continue to show this lite agent even after they've been downgraded.

    I hope the above information helps!

  • Paul Lawrence


    Are the steps describe in this article a good solution to remove access to tickets from agents temporarily?


    I have agent accounts that I need to prevent from being able to access tickets for a few days.



  • Brett - Community Manager

    Hey Paul,

    Once you downgrade the agent's role to an end-user, they would no longer have access to tickets within your Support account. After a few days, you can change their role back to an agent which will give them access to tickets again.

    Let me know if you have any other questions!


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