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 them from your
subscription.
To prevent future charges for archived
agents,
you must also update your subscription's user
count.
Understanding
archived
agents
Once an agent is archived:
- The agent cannot log in
to your Teamwork Desk site.
- The agent cannot access
Help Docs sites that are authenticated for
agents and administrators access
only.
- The agent's profile remains but is not
editable.
- The agent details panel on the left
side of the agent profile references
who archived the
agent, when they were archived, and an
option to restore the
agent.
- References to the agent's name remain
in areas such as tickets, activity,
ticket
history, and reports.
- Any tickets assigned to the agent remain
assigned to them.
- If a new customer response is
received
on a ticket in the future, the
ticket is automatically unassigned
and
added to the
inbox's New section.
- To reassign an
archived
agent's existing tickets, use
the bulk edit function to reassign.
- The agent is 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 and
update as necessary to ensure that
workflows are not interrupted.
- The agent is removed from any custom views they were previously associated with, therefore tickets returned based on the custom view's conditions may change.
Archiving and
restoring
agents
Agents can be archived or
restored via the agent's
profile.
Click Edit profile in
the agent profile's top right, then scroll
to the bottom
of the agent
details view and select Archive
agent.
To restore an already
archived
agent,
click Restore Agent at
the
bottom of
the
agent details panel on the agent profile's
left.
People area
When viewing
the Agents area of your
site,
archived agents are hidden by
default.
- Click the filters button in the view's top
right.
- Scroll to the Type filter.
- Check the Include Archived Agents.
The agents list is updated to include
archived agents. They are shown greyed
out with an archived label, however they are
still clickable to
view
their profile.
Reporting on
archived
agents
When viewing ticket and agent
related sections of the Reports area,
archived
agents are hidden by default.
- Click the filters button in the view's top
right.
- Scroll to the Agents filter.
- Check the Include Archived Agents box.
The source
information populating the reports
is updated to include archived
agents' data.
For more information, see: Bulk Edit
Options