Impact of Downgrading Agents on Zendesk Explore Reports
How does downgrading an agent affect Zendesk Explore reports?
Downgrading an agent can impact Explore reports, especially those that filter by user role. Once an agent is downgraded to an end user, they will no longer appear in reports that slice data by user role.
To mitigate this, consider downgrading the agent to a light agent if your plan allows. Alternatively, you can create custom attributes in Explore to track historical data for downgraded agents. This ensures that your reports remain accurate and useful.
More related questions
How do I reassign tickets when removing an agent in Zendesk?
Reassigning tickets is a crucial step when an agent leaves your team. Before removing an agent from your Zendesk account, ensure that all their open tickets are reassigned. Ideally, the agent should reassign their tickets before leaving. If that's…
What is the process to downgrade an agent's role in Zendesk?
Downgrading an agent's role is an important step to maintain ticket information. Before removing an agent, downgrade their role to ensure ticket data is preserved. This involves changing the agent's user type to 'End user' in their profile…
Why should I suspend an agent's account in Zendesk?
Suspending an agent's account is recommended as the final step in the removal process. This prevents the agent from accessing their account and ensures they can't sign in as an agent. After downgrading an agent, you can suspend their account to…
What happens to closed tickets when an agent is removed in Zendesk?
Closed tickets remain assigned to the agent being removed and cannot be reassigned. This means that even after an agent is downgraded or removed, their closed tickets will still show them as the assignee. If you need to keep track of these tickets,…
Can I delete an agent in Zendesk without losing ticket history?
Deleting an agent will result in the loss of all tickets they handled. To preserve ticket history, it's better to downgrade the agent to an end user and then suspend their account. This approach keeps the tickets in your Zendesk instance, ensuring…
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