Within Teamwork Desk, you can archive agents to remove their access to your site while maintaining an option to restore them in the future.

📝 Archiving an agent does not remove the user from your subscription. To prevent future charges for archived agents. You must also update your subscription's user count.

Once an agent is archived, they will no longer have access to your Desk site. Their tickets remain assigned to them, however they are removed from any trigger conditions and custom views they're referenced in.

💡 Learn more about the impact of archiving agents.

Archive an agent

  1. Select People from Teamwork Desk's main navigation menu.
  2. Switch to the Agents subsection.
  3. Click the relevant agent's name.
  4. Click Edit Profile in the agent profile's top right.

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  5. Scroll to the bottom of the agent details view.
  6. Click Archive agent.
  7. Review the impacts and changes that will result from archiving the agent.
    1. The confirmation modal details any existing triggers, custom views, and ticket templates where the agent is referenced. Each trigger, custom view, and template is clickable and opens a quick view with the corresponding details which you can update.
  8. Click Archive agent to confirm and complete the process.

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Restore an archived agent

Archived agents can be restored at any time. Once restored, an agent is:
  • 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. Otherwise, you will need to first update your subscription to add an additional seat.
  • Immediately able to log in to your Teamwork Desk site.
  • Granted all permissions and access they had prior to being archived.

Restore an agent

  1. Select People from Teamwork Desk's main navigation menu.
  2. Switch to the Agents subsection.
  3. Click the filters button (Image Placeholder) in the view's top right.
  4. Scroll to the Type filter.
  5. Check the Include Archived Agents checkbox. The agents list is updated to include archived agents.

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  6. Scroll to the archived agent you want to restore.
  7. Click the agent's name.
  8. Scroll to the bottom of the details panel on the agent profile's left.
  9. Click Restore Agent.

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  10. Click Confirm.

For more information, see: Working with Archived Agents