How to Delete an Agent in Bolddesk
While you can’t permanently delete agents, since their records are needed for ticket history, audits, and reports, you can deactivate them instead. Deactivation removes their access and stops billing while still preserving important data.
What Happens When You Deactivate an Agent
- The agent loses access to the helpdesk system.
- Billing for the agent is paused.
- Historical ticket data remains intact.
- Closed tickets will still show the agent as the assignee for transparency.
How to Deactivate an Agent
To deactivate an agent:
- Go to Admin Module > Users and Permissions > Agents.
- Locate the agent you want to deactivate and click on the ‘More options’ icon (⋮) on the far right.
- When handling pending tickets or chats before agent deactivation, please ensure one of these actions is taken before clicking the Deactivate button to maintain ticket assignment and workflow continuity. If the agent you want to deactivate has unresolved tickets or active chats, you have three options:
- Remove the Agent as the assignee from all unresolved tickets and chats.
- Reassign those tickets and chats to another active agent.
- Remove Agent only.
For closed tickets, the deactivated agent will continue to be displayed as the ticket assignee to preserve a transparent record of ticket assignment, thereby ensuring consistency in the ticket history.
- Click Deactivate
How to Reactivate a Deactivated Agent
To restore access for a deactivated agent:
- Go to Admin Module → Users and Permissions → Agents.
- Locate the deactivated agent.
- Click the Activate button.
Frequently Asked Questions (FAQ)
Q1: Can I permanently delete an agent?
A: No. Agent records are retained for audit and reporting purposes.
Q2: Will deactivated agents appear on closed tickets?
A: Yes. Their names remain visible to preserve ticket history.
Q3: Does deactivation stop billing?
A: Yes. Deactivated agents are no longer billed.
Q4: Can I reactivate a deactivated agent?
A: Yes. Use the Activate option in the agent settings.
