Deactivating or Removing an Agent

Deactivate or remove an agent carefully so active work and access are not left in an inconsistent state.

Before deactivation

Review:

• tickets assigned to the agent
• tasks and activities
• team memberships
• administrative responsibilities
• any outstanding customer follow-up

Reassign active work

Move open work to the appropriate team or replacement agent before disabling access.

Remove unnecessary membership

Review team and role assignments so the former agent no longer retains operational access.

Preserve history

Historical records should continue to show who performed previous actions even after the agent is no longer active.

Do not delete audit history simply because a user leaves the organization.

Security

Disable access promptly when the person no longer requires the Helpdesk.

Good practices

Use a documented offboarding process so account access, assignment, and service continuity are handled together rather than as separate afterthoughts.