This article outlines how to manage agent accounts, including steps to deactivate or permanently remove agents, along with the impact of each action.
You can remove an occasional or full-time agent from your account. The following options are available on the application:
Deactivate - Allows you to temporarily disable an agent's access and remove their assignments without deleting their account.
Note: A deactivated agent cannot login to the service desk.
Forget User - Permanently remove an agent and erase all their associated data from the account.
Deactivate an agent
Follow these steps to deactivate an agent from your account.
Go to Admin > Global Settings > User Management > Agents.
Select the agent that you want to deactivate. The Agent details page appears.
Click the more options 
at the top right corner and click Deactivate. A confirmation message appears specifying the impact of deactivating the agent.
Click Deactivate.
Impacted areas after deactivating an agent
The following table describes the impacted areas after the agent deactivation.
Impacted areas | Automatic changes | Action required |
Login | Unable to log in to Freshservice.
Logout from the mobile application |
|
Tickets | No longer assignable to any entities. Tickets with Open, In Progress, or Pending statuses will automatically become unassigned. |
|
Tickets with Resolved and Closed statuses will remain unchanged. |
|
Account-level configurations | Removed from all account-level configurations. Agent is no longer designated as a department head. Agent's account is set to inactive. |
|
Workflow Automator | Cannot be removed automatically. | Manually remove the agent from the associated workflow. |
Active Directory (AD) | Automatically deactivated in Freshservice if the agent is deleted in AD. |
|
Reports | The reports created by the deactivated agent will be moved to trash. Also, the report will not appear on the All Reports page. | Make a copy of the report within 180 days after the agent's deactivation. |
Workflow Automator | Workflows created by deactivated agents will remain active. | You need to manually deactivate these workflows. |
Audit log | All changes are recorded in the audit logs for tracking |
|
Forget User
When you use the Forget User option, the agent is removed from the account.
Impacted areas after using the Forget User option
The following table describes the impacted areas after the agent is removed.
Impacted areas | Changes |
Incidents and Notes | All incidents and notes (public and private) created by the agent will be deleted. |
Activities Tab | The Forget User action will be recorded. |
Data cleanup after deactivation
Once an agent is deactivated, a background process is triggered to ensure the agent is removed from all relevant areas. Below is a breakdown of the data cleanup process:
Agent removal from system features |
Tickets | The agent will be removed from any ticket and change templates The agent will no longer be the owner of any Projects, Changes, or Tasks. The agent will be removed from scheduled ticket actions |
SLA policies | The agent will be removed from all SLA policies |
Admin notifications | The agent's email will be cleared from admin notification settings |
