Administrators can change an agent's Support role in the following ways:
Before proceeding, we recommend you read the article Best practices for removing agents, which contains suggestions to avoid some of the common pitfalls in this process.
Upgrading an agent's role to administrator
Administrators can promote agents to the administrator role.
- In Admin Center, click the People icon (
) in the sidebar, then select Team > Team members.
- Locate the agent and click Edit.
- In the Roles area of the agent's profile, click Manage in Admin Center.
You are redirected to the agent's roles and access settings in Admin Center.
- For the Support product, select Admin from the Role drop-down list.
-
Save your changes.
An email is sent to all administrators notifying them that the person has been added as an administrator.
The agent's existing group assignments remain; you can add or remove them from groups as needed.
Downgrading an agent's role
Administrators can downgrade an agent's role to end user.
To downgrade an agent's role
- In Admin Center, click the People icon (
) in the sidebar, then select Team > Team members.
- Locate the agent and click Edit.
- On the agent's profile, set the User type to End user.
Removing a user from your account
After downgrading the agent to an end user, you can suspend them from the account. This removes them from your Support instance.
To suspend a user from your account
- In Support, click the Customers icon (
) in the sidebar.
- Locate the agent who was downgraded to an end user and click Edit.
- Click the drop-down icon at the top-right of the profile and select Suspend access.
4 Comments
Hi Aimee, other than the obvious change in access, what will the impact be to a team member who is downgraded from Team Leader to Light Agent? Will there be any impact to the tickets they were assigned or copied on? Thanks
Light agents can be CC'd on tickets, but can't be assigned to one – you should reassign tickets assigned to the agent you're going to downgrade to Light Agent. See How do I change an agent to a light agent? and for more general information on what light agents can and can't do, see Understanding and setting light agent permissions
Are there any concerns to active documentation if the admin who created the documentation is downgraded to an end user? Integrations may be tied to the admin but any concerns with documentation?
After downgrading an admin to an end-user the documentation will not be affected. You also have the option of changing the article author as mentioned here: Changing the author for an article
I hope this helps!
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