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.
Understanding archived
agents
Once an agent is archived:
- The agent will no longer be able to
log in
to your Teamwork Desk site.
- The agent's profile will remain but
will
not be editable.
- The agent details pane on the left
side of the agent profile will
include
details about who archived the
agent
and when they were archived, as
well
as an option to restore the
agent.
- References to the agent's name will
remain
in areas such as tickets, activity,
ticket
history, and reports.
- Any tickets assigned to the agent will
remain assigned to them.
- If a new customer response is
received
on a ticket in the future, the
ticket
will be automatically unassigned
and
added to the
inbox's New section.
- If you want to reassign an
archived
agent's existing tickets, you can
use
the bulk edit function to reassign multiple at
once.
- The agent will be removed from any
conditions or actions on existing
triggers.
- It is important to review the
triggers
highlighted in the confirmation
modal
before or after archiving an agent
to
ensure that workflows have not
been
interrupted.
- The agent will be removed from any
smart
inboxes they were previously
associated
with, therefore tickets returned based
on
the smart inbox conditions may
change.
Archiving and restoring agents
Agents can be archived or restored via the agent's profile.
To archive, click the Edit
Profile button
in the top right then scroll to the bottom of the agent
details view and select
the Archive
agent option.
To restore an already archived agent, click the Restore Agent option at the
bottom of
the
agent details pane on the left.
Reporting on archived
agents
When viewing ticket and agent
related sections of the Reports area,
archived
agents will be excluded by default.
You can use the filters pane to
include archived agents in the source
information populating the reports.
People area
When viewing
the Agents area of your
site,
archived agents will not be shown 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.
For more information, see: Bulk Edit
Options