Downgrading an agent

Turning an agent into an end user or a light agent. What happens to their work, and what to check first.

Turning an agent into an end user or a light agent. What happens to their work, and what to check first.

Downgrade somebody

1. Reassign their open tickets.
2. Check what they own: reports, integrations, articles.
3. Open the team member in Admin Center.
4. Change the role.
5. Confirm the seat is now free.

When this is the right move

• Somebody moving to a team that does not answer tickets.
• A colleague who now only needs to read and comment internally.
• A project account no longer needed as a full agent.

It frees a paid seat while keeping the person and their history in the account.

Reassign tickets first

An open ticket assigned to somebody who is no longer an agent sits in a queue nobody works. Move them before changing the role, not after.

Their history stays

Past tickets, comments and reporting keep their name. Downgrading is not deletion and nothing is lost.

Light agent is the useful middle

They keep seeing tickets and adding internal notes, without a paid agent seat. For somebody moving to another department who still gets asked questions, that is usually exactly right.

Check what depended on them

Views shared with them, triggers assigning to them, scheduled reports they own. Each will behave differently, and it is easier to find now than when somebody reports it as a fault.

See also

• Removing or replacing a team member
• Light agents: what they can and cannot do
• Checking your agent seat usage