When an agent leaves your team, it's important to maintain your lines of communication with your customers. This article describes best practices for removing agents from your Zendesk account.
遵循se steps when removing an agent from your team:
Reassigning tickets
The first priority when an agent leaves is to make sure any tickets that were being handled by that agent are maintained by the rest of your team. Ideally, the exiting agent will be able to reassign any tickets that they have assigned to themselves before they complete their time with you.
In cases when the agent isn't able to handle reassigning their tickets, an admin will need to reassign those tickets. You can reassign any tickets that are less than closed. You cannot reassign closed tickets, so the agent will remain the assignee of any closed tickets.
To reassign an agent's tickets
- InAdmin Center, click
Peoplein the sidebar, then selectTeam > Team members. - Select the agent.
- In the upper-right, clickManage in Support.
Alternatively, you can clickGo to user profileunder the table.
- On theTickets tabin theAssigned ticketsview, do one of the following:
To manually reassign tickets to a new agent one-by-one, open each ticket, and in theAssignee字段中,选择代理你广域网t to assign the ticket.
- To bulk assign these tickets to a new agent, select the check boxes next to the tickets you want to assign, clickEdit(number) ticket(s),and then in theAssignee字段中,选择代理你广域网t to bulk assign the tickets.
- ClickSubmitto update the ticket.
检查Explore reports and dashboards
If the agent you're downgrading or removing created Explore dashboards, the dashboards are only accessible to other users if the dashboards were shared with them. If the dashboards were not shared with anyone, and the agent who created them is downgraded or removed, the dashboards are no longer available, even to the account owner.
Any scheduled dashboard deliveries created by the agent are also removed and no longer available for review. You canreview the agent's scheduled dashboard delivieresbefore downgrading them.
Any reports that the user created will remain accessible to anyone with view or edit access to Explore reports.
You may also want to check yourSupport dashboardand export an agent's customer statisfaction (CSAT) scores before downgrading their role. Once an agent is downgraded, their CSAT data is not retained and your historical CSAT reporting is affected. SeeExporting dashboard tabs and reports.
Downgrading the agent's role
When an agent leaves, you will want to maintain the information of the tickets that an agent has handled in the past. For this reason, you should not delete an agent when they leave. Instead, first downgrade and then suspend the agent's account.
In most cases, your reporting stays intact and any articles posted by your agent will continue to have an agent's name instead of a deleted user as its author. Note that aliases aren't preserved when users are downgraded; instead, their alias are replaced with their profile name.
Keep in mind that if you are removing an admin who originally set up your integration between a stand-alone Chat account and Support, downgrading their access may cause ticket creation to fail. Also, if you're downgrading an admin, remember to update any app/integration or API request that uses the admin credentials (Authentication for API requests). Another admin will need to reauthorize these apps before you downgrade the admin.
- InAdmin Center, clickPeoplein the sidebar, then selectTeam > Team members.
- From the list, click the agent you want to downgrade.
- In the upper-right, clickManage in Support.
Alternatively, you can clickGo to user profileunder the list.
- On the agent's profile, set theUser typetoEnd user.
You'll see a warning screen that informs you of the privileges that will be lost by this user if you continue with the downgrade. Verify that this is what you want by selecting是的,下调该用户. Once you select this, your agent is no longer an agent and will no longer count towards your agent limit.
Explore users might experience issues with some reports when they downgrade an agent. Potential issues include:
- Reports that slice via user role can be affected, as the downgraded agent is now an end user.
- Report tabs with user filtering enabled will no longer show the downgraded agent in the drop-down.
If your Zendesk plan includes light agents, you may want to downgrade an agent to a light agent, then suspend them, to mitigate the impact on their Explore reports.
Suspending the agent's account
The final step for this process is to suspend the agent's account. This will prevent the agent from signing in to their account as an agent going forward. This can be done right after downgrading the agent. After you downgrade and suspend the agent's account, they will only be able to access tickets they are assigned to as the requester.
To suspend a user from your account
- InSupport, click the客户icon () in the sidebar.
- Locate the agent who was downgraded to an end user and clickEdit.
- Click the drop-down icon at the top-right of the profile and select暂停访问.
42 Comments
Is there a way to automatically downgrade suspended users?We use Azure AD provisioning (SCIM) and after removal, users remain as agents, occupying seats.
Unfortunately, there is no option yet to automatically downgrade suspended users. You will need to downgrade them from your Zendesk account to let go of the agent seats.
I have an agent I need to remove. I understand how to handle assigned tickets with removal, but he doesn't have any assigned tickets, only requested ones, that are all different statuses. What happens if I just delete him? Will his requested tickets be deleted, or will they just have a blank requester, or will his name still appear?
A user cannot be deleted if they are still listed as the requester of any un-closed tickets. If you try to, you'll get an error indicating that,User is requester on [x number of] tickets that are not closed.
供参考,请看到这篇文章:What happens to the tickets of a deleted user?I hope this answers your question.
The recommendation is to downgrade an agent to a suspended end user but for the Zendesk clients who use Explore and have agent lights then it is better to downgrade an agent to a suspended agent light so as not to impact our Explore statistics. But in this case a Light Agent licence, even if suspended, counts as one licence.
I wouldn't mind demoting an Agent or Lighter Agent to End User, if there was no Explore impact.
But as there is, Zendesk finally forces its customers to keep Agent and Light Agent left as suspended light agent, which counts as a license. It just doesn't seem right to me to pay for inactive users with suspended licenses identified and not used.
So Zendesk's solution to agent's leaving, and preserving valuable historical information, is to create MORE work by creating additional dashboards and reports? Downgrading an admin also seems to create way too much work to understand what other apps/integrations and macros may break. This process seems entirely confusing and unintuitive me to support a common practice such as agent turnover.
I am looking for documentation regarding the behavior when you offboard an Agent but DO NOT reassign the tickets. Where do they go? From a support ticket we were told that the tickets are reassigned to the oldest member of that group but I am not seeing that referenced in any documentation unless I have missed it somewhere.
The following outlines how a user's deletion from a given account affects the tickets they've interacted with:
Tickets assigned to the deleted user (for agents)
The agent will be removed as assignee and the tickets will be reassigned to theagent's group:
For more information, please see this article:What happens to the tickets of a deleted user?
I hope this answers your question. Thank you!
Gabriel ManlapigThat is interesting as that is not what is happening in our instance. And it looks like others were told the same thing:https://support.zendesk.com/hc/it/community/posts/4643919250586-Allow-Admin-to-Select-Behavior-of-Solved-Tickets-When-Offboarding-an-Agent
It seems this is the documentation that you're looking for -Removing group members
"If the team member removing the other team member from the group isn't a member of the group, tickets are reassigned to the first team member in the group with an active ID (excluding light agents and agents lacking permissions required to be assigned the tickets)."
I hope that helps!
Gabriel ManlapigThanks for providing that documentation! I do think that should be listed somewhere in this article as it does come into play for offboarding
I also want to clarify, does that mean the first member mean first Agent in the instance or the first member that was assigned to that group? How can we tell who is first?
The first team member is the team member with the lowest user ID, based on when the agent account was created in Zendesk (the oldest active agent account). It is not based on when they were added to the group, or alphabetically by first or last name.
Hope this clarifies!
Thanks,
Christine
Pleasesign into leave a comment.