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
Archived agents can be restored at any time. Once restored, an agent will:
- Be reinstated as a part-time agent
- If you have available paid
your Teamwork Desk
can update the agent's profile
time once restored. Otherwise,
will need to first update your
subscription to add an
- Immediately have the ability to
your Teamwork Desk site once
- Regain all other permissions and
they previously had prior to being
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