This article outlines how to manage agent accounts, including steps to deactivate or permanently remove agents, along with the impact of each action.

You can remove an occasional or full-time agent from your account. The following options are available on the application:

Deactivate - Allows you to temporarily disable an agent's access and remove their assignments without deleting their account.
Forget User - Permanently remove an agent and erase all their associated data from the account.

Deactivate an agent

Follow these steps to deactivate an agent from your account.

For Global workspace: Go to Global Settings > User Management > Agents.
For specific workspace: Click > select the workspace > User Management > Agents.

Select the agent that you want to deactivate. The Agent details page appears.
Click the more options at the top right corner and click Deactivate. A confirmation message appears.
Click Yes, deactivate.

The following table describes the impacted areas after the agent deactivation.

Impacted areas	Automatic changes	Action required
Login	Unable to log in to Freshservice.
Tickets, problems, assets, and projects	No longer assignable to any entities.
Tickets	Tickets with Open, In Progress, or Pending statuses will automatically become unassigned.
Tickets	Tickets with Resolved and Closed statuses will remain unchanged.
Account-level configurations	Removed from all account-level configurations.
Workflow Automator	Cannot be removed automatically.	Manually remove the agent from the associated workflow.
Active Directory (AD)	Automatically deactivated in Freshservice if the agent is deleted in AD.
Reports	The reports created by the deactivated agent will be moved to trash. Also, the report will not appear on the All Reports page.	Make a copy of the report within 180 days after the agent's deactivation.
Schedule Reports	You will continue to receive scheduled reports created by the deactivated agent.
Workflow Automator	Workflows created by deactivated agents will remain active.	You need to manually deactivate these workflows.

Forget User

When you use the Forget User option, the agent is removed from the account.

The following table describes the impacted areas after the agent is removed.

Impacted areas	Changes
Incidents and Notes	All incidents and notes (public and private) created by the agent will be deleted.
Service Requests	All service requests made by the agent will be deleted.
Activities Tab	The Forget User action will be recorded.
Audit Logs	Previous actions performed by the agent, including their name, will be listed.