Within Teamwork Desk, you can
archive agents to remove their access to
your
site while maintaining an option to
restore
them in the future.
Note: Archiving an agent
will not remove them from your
subscription.
To prevent future charges for archived
agents,
you will also need to update your subscription.
Once an agent is archived, they will no longer have access to your Desk site. Their tickets will remain assigned to them, however they will be removed from any trigger conditions or smart inboxes.
Archiving an agent
In the People area of your site,
go
to the Agents tab and
click
the
name of the agent you want to
archive.
While viewing the agent's profile,
click the Edit
Profile button
in the top right.
Scroll to the bottom of the agent
details view and select
the Archive
agent option.
When you click archive, the
confirmation modal will detail any
existing
triggers, smart inboxes, or ticket
templates
where the agent is included. Each trigger, smart inbox,
and template is
clickable
and will open a quick view with the
corresponding details which you can
update.
Click the Archive
agent button at the
bottom of
the
confirmation modal to compete the
process.
Restoring an archived
agent
Archived agents can be restored
at
any time. Once restored, an agent
will:
- Be reinstated as a part-time agent
by
default.
- If you have available paid
seats
in
your Teamwork Desk
subscription,
you
can update the agent's profile
to
full
time once restored. Otherwise,
you
will need to first update your
subscription to add an
additional
seat.
- Immediately have the ability to
log in
to
your Teamwork Desk site once
restored.
- Regain all other permissions and
access
they previously had prior to being
archived.
In the Agents area of your site, archived agents will be hidden by default. Click the filters button in the top
right and go to the Type filter.
Select
the checkbox to the left of
the Include
Archived Agents option to
include
any archived agents in the results.
Archived agents will be shown greyed
out, however they are still clickable to
view
their profile.
While viewing the agent's profile,
click the Restore
Agent option at the
bottom of
the
agent details pane on the left.
You will then be asked to confirm
before the agent is restored.
For more information, see: Working with Archived Agents