Archive Support Agent instead of Deleting and Reassigning Their Tickets
The current way when you lose an agent is to delete them and then reassign their tickets to someone else.
Problem is you have no historical data on that users actions, ie. old tickets show the reassigned user as the one 'replying' etc. That's bad for auditing, and people being miscredited for their actions.
My workaround at the moment is to just take all the permissions off the user, and set their title to 'former agent'. Problem with this is their names still show in 'Assign Agent' so we have a heap of former agents filling up the list.
Would the developers consider an archive agent instead , you could make it so you can't archive if they have open tickets, meaning you need to go reassign those, then you can archive.
Thank you for reading ^_^
Great suggestion 👌
Stephanie Hudson Thank you!
Thank you for your suggestion. We’ve logged it as a feature request.
Please note that our R&D team carefully reviews every feature request to evaluate its feasibility, impact, and alignment with our product roadmap. If it is approved, the request will be forwarded to our development team for implementation in a future update.
Ahsan Chowdhury thanks for the response Ahsan! And for considering this feature.