Unable to add new agents - Deleted contact/agent

Problem:

Admin would like to replace the existing agent email address with a delete contact or a delete agent.

Resolution Path:

Deleted Contact to Agent

When we try to replace the existing agent email address with that of a delete contact email address, system will show an error message that the email is already existing in the helpdesk.

Please click on 'View User' 

We can restore the contact and convert the contact as an agent.

Deleted Agent as a new agent

When an agent is deleted, the user becomes a contact. We can go to the contact profile and use the option 'convert to agent' to make contact as an agent.