Hi Zendesk Community,
We are doing a major cleanup of our support setup. Right now we are tackling roles and groups for our agents.
How do other companies handle agents that have left?
Do you change their role?
Do you remove them from groups?
What is your process to make sure that things stay cleaned up and organized?
It looks like we in the past we have converted some of these agents to end-users. But some agents we have just made light agents and suspended them. If they remain light agents we have kept them in their current groups. When I look at my Groups, though, the total count includes suspended agents so it's a bit deceiving.
I am interested in hearing whatever processes other Zendesk customers use to keep this cleaned up. Thanks!!