We would not be able to delete an agent from freshservice. If you need to remove the agent from your agent list, you can choose to ‘Deactivate Agent’ profile. In order to deactivate an agent profile, please navigate to Admin > Agents and click on the Agent profile. Now on the far right click on the ellipsis (three dots) and choose ‘Deactivate Agent’.
In order to deactivate an agent profile, please navigate to Admin-->Agents and click on the Agent profile. Now on the far right click on the three dots and choose "Deactivate Agent".
For more information on deactivating agents, please refer to the solution article here.
This would move the agent to the list of deactivated agents.
The agent will not be able to log in to freshservice. In case of activation, the admin can navigate to Admin > Agents > Agent Name > Activate.
You will not be able to assign entities (such as tickets, problems, assets and projects) to them.
All tickets assigned to the agent with Open, In Progress or Pending statuses will automatically become unassigned.
All tickets assigned to the agent with Resolved and Closed statuses will remain as it is.
The agent will automatically be removed from all account level configurations except workflow automator, in which users will have to manually remove the agent from the associated workflow.
If the agent is deleted in AD, the agent will be automatically deactivated in freshservice.
If you click on forget user,
All incidents and notes (Public and Private) created by this Agent will be deleted
All Service Requests which were requested for this user will also be deleted
The “Forgot Agent” action will be recorded under the Activities tab
The previous actions performed by the forgotten agent (including name) will be listed under Audit Logs