Terminated Employees - How to deal with the user in Zendesk?

3 コメント

  • Heather Rommel
    Community Moderator

    Hi Spencer Hutton,

    I guess my first question is, what problem are you trying to solve? Usually when resources leave, I just manually reassign all their non-closed tickets to a group or their manager for redistribution, then downgrade the person to End User. That's it. This way the history is kept intact :D

    Sincerely,

    Heather

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  • Spencer Hutton

    Hi Heather.  I am not referring to agents here, but end users; I will revise my original comment so it is clearer.  Being internal, we might reuse their email address down the road.  i.e. Jim Smith now works here, but John Smith used to years ago and now Jim uses the email address that John once used.  I am trying to make sure Jim starts with a clean ticket history and not John's history because they use the same email address (but at different times).  

    What should happen to end user John when he leaves the company and will not be submitting any more tickets?  To complicate it (I've been known to do that), what happens if John starts working here again and Jim is still here.  We would give John the email josmith@company.com and would still want him to retain his ticket history (maybe?).  

    I thought about giving everyone 12345@company.com where the numbers represent their employee ID (external ID in ZD) because that will always be unique to them.

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  • Heather Rommel
    Community Moderator

    Hi Spencer,

    Ah, Ok - I see...

    I think I would stick with suspending access and I like your process of adding the "termed" tag. If you get someone onboarded that uses the same email as a previous person, I would suggest attending to that situation manually when it happens. I suspect it might not happen that often and I can't think of an automated way to get this to work the way you want it.

    I look forward to anyone else's contribution on this thread in case I'm wrong (it happens LOL)!

    Sincerely,
    Heather

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