How to Delete Agents in BoldDesk
BoldDesk allows you to remove users who are no longer required as agents. However, agents cannot be permanently deleted because of audit and reporting obligations. Instead, agents are deactivated, which revokes their access and suspends billing, while preserving all ticket history and audit records.
Why Deactivate an Agent?
Deactivation is appropriate when an agent leaves or no longer requires access. This process ensures system integrity by preserving:
- Ticket history and assignment records
- Audit logs
- Reporting continuity
What Happens When You Deactivate an Agent
- Agent loses login access to BoldDesk.
- Billing is paused for that seat.
- Historical tickets still display the agent as assignee.
- Closed tickets maintain transparency and accountability.
Steps to Deactivate an Agent in BoldDesk
Follow these instructions within the BoldDesk Admin portal:
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Navigate to Admin Module → Agents.
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Locate the agent to be deactivated.
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Click the More options (⋮) icon next to their name.
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Review any open tickets or live chats assigned to the agent and take one of these actions:
- Remove the agent as assignee.
- Reassign to another active agent.
- Leave unresolved tickets unassigned (if permitted).
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Click Deactivate.
Explore further instructions on How to Manage Agents in BoldDesk.
If there are unresolved assignments, it’s essential to reassign before deactivation to maintain workflow continuity.
How to Reactivate an Agent
To restore access for a previously deactivated agent:
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Go to Admin Module → Agents.
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Switch to the Deactivated tab.
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Find the agent and click Activate. The agent will regain login access.
Billing & Subscription Reminder
Deactivating an agent does not automatically reduce billing.
To adjust your agent seat count:
- Navigate to Admin → Billing & Subscription.
- Increase or decrease seats as needed.
Explore further instructions on How to Add /Reduce Agents to Your BoldDesk Subscription Plan.
FAQs
1: Can I permanently delete an agent?
No. Agent information is retained for ticket history, audits, and reporting. Deactivation is the only option.
2: Will a deactivated agent still appear on old tickets?
Yes. Their name remains as the assignee to ensure historical transparency.
3: Does deactivation stop billing immediately?
Not automatically. Billing pauses only when you adjust the agent count under Billing & Subscription.
4: Can I reactivate a previously deactivated agent?
Yes. Navigate to the Deactivated agents list and click Activate.
5: What should I do if an agent has open tickets or active chats?
Before deactivation, either reassign or unassign those tickets/chats to maintain workflows.
