Managing Suspended User
回答済み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!!
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Hi, I'm going through the same thing right now. What I have done so far is as follows:
1. If they have no open tickets and are not requesters on other open tickets I simply delete them.
2. If they have open tickets I use the mass update function and reassign their tickets and then delete them.
3. If they are requesters and I simply cannot delete them I make them end users.
We had way too many agent licenses out there and a 'suspended' account is still considered a license from what I can tell so deleting them or turning them into end users is my best move. I'm about to free up almost $1,000/month in license fees (once we reach our renewal date, that is).
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Hi Jay,
Thanks for providing info about your current process. I also appreciate the heads up about suspended users and licenses.
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Hello Maggie St. Clair,
Thanks Jay McCormack! That's how I would do it too. I would also suggest going through this article on best practices for removing an agent from your account. -
Thanks, Mark! That article answered all of my questions. I just went through and made all suspended agents end-users instead.
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