Best practices for removing agents

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42 Comments

  • Marcone Soares Moreira

    Is there a way to automatically downgrade suspended users? We use Azure AD provisioning (SCIM) and after removal, users remain as agents, occupying seats.

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Marcone, 

    Unfortunately, there is no option yet to automatically downgrade suspended users. You will need to downgrade them from your Zendesk account to let go of the agent seats. 
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  • Jacqueline Ewens

    I have an agent I need to remove. I understand how to handle assigned tickets with removal, but he doesn't have any assigned tickets, only requested ones, that are all different statuses. What happens if I just delete him? Will his requested tickets be deleted, or will they just have a blank requester, or will his name still appear? 

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Jacqueline,
     
    A user cannot be deleted if they are still listed as the requester of any un-closed tickets. If you try to, you'll get an error indicating that, User is requester on [x number of] tickets that are not closed.
     

    For reference, please see this article: What happens to the tickets of a deleted user? I hope this answers your question.
     
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  • Anne-Flore Caire

    The recommendation is to downgrade an agent to a suspended end user but for the Zendesk clients who use Explore and have agent lights then it is better to downgrade an agent to a suspended agent light so as not to impact our Explore statistics. But in this case a Light Agent licence, even if suspended, counts as one licence.

    I wouldn't mind demoting an Agent or Lighter Agent to End User, if there was no Explore impact.
    But as there is, Zendesk finally forces its customers to keep Agent and Light Agent left as suspended light agent, which counts as a license. It just doesn't seem right to me to pay for inactive users with suspended licenses identified and not used. 

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  • Daniel Hoffkins

    So Zendesk's solution to agent's leaving, and preserving valuable historical information, is to create MORE work by creating additional dashboards and reports? Downgrading an admin also seems to create way too much work to understand what other apps/integrations and macros may break. This process seems entirely confusing and unintuitive me to support a common practice such as agent turnover.

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  • Sydney Neubauer

    I am looking for documentation regarding the behavior when you offboard an Agent but DO NOT reassign the tickets. Where do they go? From a support ticket we were told that the tickets are reassigned to the oldest member of that group but I am not seeing that referenced in any documentation unless I have missed it somewhere.

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Sydney,
     
    The following outlines how a user's deletion from a given account affects the tickets they've interacted with:
     
    Tickets assigned to the deleted user (for agents)
     
    The agent will be removed as assignee and the tickets will be reassigned to the agent's group:
     

     
    For more information, please see this article: What happens to the tickets of a deleted user?
     
    I hope this answers your question. Thank you!
     
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  • Sydney Neubauer

    Gabriel Manlapig That is interesting as that is not what is happening in our instance. And it looks like others were told the same thing: https://support.zendesk.com/hc/it/community/posts/4643919250586-Allow-Admin-to-Select-Behavior-of-Solved-Tickets-When-Offboarding-an-Agent

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Sydney,

    It seems this is the documentation that you're looking for - Removing group members

    "If the team member removing the other team member from the group isn't a member of the group, tickets are reassigned to the first team member in the group with an active ID (excluding light agents and agents lacking permissions required to be assigned the tickets)."

    I hope that helps!
     
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  • Sydney Neubauer

    Gabriel Manlapig Thanks for providing that documentation! I do think that should be listed somewhere in this article as it does come into play for offboarding

    I also want to clarify, does that mean the first member mean first Agent in the instance or the first member that was assigned to that group? How can we tell who is first?

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  • Christine Felicia
    Zendesk Engineering
    Hi Sydney,

    The first team member is the team member with the lowest user ID, based on when the agent account was created in Zendesk (the oldest active agent account). It is not based on when they were added to the group, or alphabetically by first or last name.

    Hope this clarifies!

    Thanks,
    Christine
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