Is it possible to have inactive agents for the purporse of migration?



  • Brett Bowser
    Zendesk Community Team

    Hey Igor,

    When migrating your agents over you'd need to temporarily set these users as agents on your account, assign the tickets over to them in a closed status, then downgrade the agent to an end-user to free up your license again.

    Unfortunately you wouldn't be able to migrate these agents over in a deactivated state to keep their historical data :-/

    Let me know if you have any other questions for me :)

  • Sebastiaan Wijchers
    Community Moderator

    At my former employer we used 'suspended light agents' for this purpose, but that would require the Collaboration Add-on.

  • HDM Contact

    Hi Igor, 

    As already mentioned above, you can't move deactivated agents into Zendesk, preserving the historical data. However, there is a simple way to import the rest of basic Zendesk data in an automated way. Help Desk Migration service offers such a solution. Namely, you can import Tickets, Users, User Groups, Notes, Attachments, etc. from other systems right to your account without coding expertise. 

    It is also possible to test the tool for free. See Help Desk Migration for more. 


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