How to Convert an Agent to a Contact
Currently, BoldDesk does not support the direct conversion of an agent into a contact (customer/end user). However, you can use a workaround given below to manually convert the agent to a contact.
1. Edit and Deactivate the Agent
Currently, BoldDesk does not have an option to permanently delete agents. Optionally, the only available action is to deactivate them. Please refer to this article for more insights. To edit and deactivate the agents, please follow the steps below.
- Log in to your BoldDesk account as an Admin
- Go to Agents under Users and Permissions.
- Click on the agent you want to convert to contact.
- Edit the agent’s email address to a placeholder or dummy email and save.
- Deactivate the agent.
Please watch the visual below for more insights
2. Re-add the Agent as a Contact
After editing and deactivating the agent, create a new contact using the agent’s original email address. For detailed instructions on adding a new contact, please refer to this article. Please check the visual for more insights.
Use Bulk Edit Ticket to assign tickets from the agent to the new contact. Filter tickets with requester emails changed to deactivated agents to modify requesters. Please refer to this article for more details.
