Remove Agent from Capacity Rule in Zendesk
Learn how to remove an agent from a capacity rule in Zendesk by assigning them to a different rule. Keep your workflow organized.
How do I remove an agent from a capacity rule in Zendesk?
To remove an agent from a capacity rule, you need to assign them to a different capacity rule. In Zendesk, each agent must be assigned to one and only one capacity rule. By assigning them to a new rule, they are automatically removed from their previous rule.
This process ensures that agents are always part of a capacity rule, helping maintain an organized and efficient workflow. If you need to change an agent's assignment, simply add them to a new rule, and the system will handle the rest.
More related questions
How can I view agents assigned to a capacity rule in Zendesk?
To view agents assigned to a capacity rule, navigate to the Admin Center and select Objects and rules, then Omnichannel routing, and finally Capacity rules. On the Capacity rules page, click the options menu icon and select View assignees. A drawer…
Why are light agents included in Zendesk capacity rules?
Light agents are included in the capacity rule list to streamline the release process and ensure a seamless experience for all users. Although they cannot be assigned tickets, their inclusion helps maintain consistency across the platform. However,…
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