Best practices for removing agents

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46 Comments

  • Jessie Schutz
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    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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  • Terrence
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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. 

    1
  • Nicole - Community Manager
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    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. 

    1
  • Jessie Schutz
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    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.

    1
  • Steven Christou
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    What is the difference between suspending a user, and deleting a user? I guess should an agent who left be deleted, or suspended?

    1
  • Graeme Carmichael
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    Elvind

    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.

    1
  • Brett - Community Manager
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    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!

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  • Nicole - Community Manager
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    Hey Janet -

    Sounds like you've got things sorted, but let us know if you have any further questions!

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  • Stacy Kennedy
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    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.

     

     

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  • Heather Rommel
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    @Mathias,

    I believe downgrading an admin will affect integrations they authorized but not macros or triggers, but I would test it on the Sandbox just in case.

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  • Mathias Fecht
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    Hi, If I would downgrade a former admin to an end user, will all macros or triggers this admin have created remain or will they be removed?

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  • Adrian Stefan
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    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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  • Dmitry Andrievsky
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    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!

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  • Heather Rommel
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    Hi Linda, you dont have to delete them but you have to downgrade them to end users.

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  • Graeme Carmichael
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    Krishnakumar

    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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  • Brett - Community Manager
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    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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  • Comment actions Permalink

    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 support@zendesk.com.

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  • Jessie Schutz
    Comment actions Permalink

    @Linda - If you have already demoted these agents to end-users their agent licenses are available for someone else to use. If their Role is still an agent role, you will need to demote them, and then the licenses will be available to be assigned to a new agent.

    @Janet - I need to clarify the status of these tickets...a Closed ticket can't be re-opened. Are the tickets you're referencing Solved? How did you re-assign the suspended agent's tickets when you downgraded her role?

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  • April Buck
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    @Graeme Carmichael

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

    A~

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  • Brett - Community Manager
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    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!

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  • Justin
    Comment actions Permalink

    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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  • Trang Dinh
    Comment actions Permalink

    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 - Community Manager
    Comment actions Permalink

    Hey Sydney -

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

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  • Ashwin
    Comment actions Permalink

    Hey,

     

    We find that when we downgrade Agents to End-Users, all of that Agent's solved tickets get re-assigned to another Agent. 


    Is there anyway to prevent this from happening? We would like to keep those tickets assigned to the Agent for reporting purposes (90% of those tickets will not be re-opened). 

     

    0
  • Andy Parker
    Comment actions Permalink

    There is a gotcha to the "Suspend the agent's account" step that I learned of today. A suspended user not only can't log in, but also has any tickets created by them sent to Suspended Tickets.

    For us this played out in the following way. An employee left our department, but not the company. As such he no longer required access to Zendesk and so we reassigned tickets, downgraded access, and suspended the account. A few weeks later, a customer emailed the employee directly asking for some help. The employee forwarded the email to the support email address for his former department, who handles those clients. However, because we had suspended the account his email didn't appear in our Zendesk queue and instead went straight into the Suspended tickets, which we didn't notice.

    Is there a way to prevent logon, but not "black hole" emails that come from that person?

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  • Heather Cook
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    Hi,

    If I want to downgrade 400 agents from Staff to End User, can I use the API instead? Otherwise I will have to do this one by one.

    Thank you,

    Heather

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  • Linda Schlosser
    Comment actions Permalink

    i have several suspended agents who have left our company. (all over 1 year ago) Do i have to delete them to use their seat for new agents?

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  • Jessie Schutz
    Comment actions Permalink

    Hi Kris! There's nothing that'll do that out of the box, although it might be possible using the API. For what it's worth, as long as the user doesn't have access to that email anymore they won't see any notifications, so it's not strictly necessary to remove them.

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  • Spencer Hudson
    Comment actions Permalink

    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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  • IanMarks
    Comment actions Permalink

    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.

     

    Ian

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