Plan requirement
| Subscription | Any plan |
| Access | Admin |
The offboarding checklist. Doing this on the day is the single highest-value security habit you have.
The checklist
- Reassign their open tickets before anything else.
- Check whether they own anything: the account, a scheduled report, an integration.
- Reassign their articles in the help centre.
- Suspend the account.
- Check for a second email address on the record.
- Free the seat if you need it.
Suspend, do not delete
Suspending ends access and keeps their name on past tickets and comments. Deleting loses that history, and their previous work stops making sense.
Tickets first
Open tickets assigned to a suspended agent sit in a queue nobody works. Customers wait, and nothing flags it because the tickets look assigned.
The ownership check is the one people miss
Account ownership, scheduled dashboards, integration credentials in their name, articles they authored. Each keeps working until it does not, and then nobody knows how it was set up.
Account ownership in particular cannot be transferred once their account is gone.
Check every address
A second address on the record is exactly how an account keeps working after the obvious one is disabled.
Do it the same day
Not at the end of the month. An active account belonging to somebody who has left is the most likely route to a real incident, and it is entirely avoidable.
Make it a written checklist
Six items, kept with your other leaver steps. Held in somebody's head, at least two of them will be skipped.
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