Sandbox-Freshdesk

Possible Questions

• How to delete an agent?
• Impacts of deleting an agent
• Logs/ Audit logs for agent deletion

1. How to delete an agent?

Always check the impacts of deleting an agent 

As an administrator of your Freshdesk account, you can remove or delete a Freshdesk (full-time or occasional)agent by following the steps below.

1. Navigate to Admin from the menu. Under Team, click on Agents.

2. Hover your mouse pointer and click the Delete icon next to the corresponding agent's profile that you wish to delete.

3. Click on Confirm in the banner displayed to confirm the deletion. 

The agent will now appear as a contact in your Freshdesk account. if you wish to delete an agent permanently, follow the same steps to delete a contact in Freshdesk.

Agents cannot be deleted in bulk from the UI. However, we have API to delete an agent and the customer can write a custom script using our API to delete an agent - https://developers.freshdesk.com/api/#delete_agent

2. Impacts of deleting an agent

1. When you delete an agent from Freshdesk, all tickets assigned to that agent will automatically become unassigned and the agent would be converted into a contact in your Freshdesk Account. Reporting might be affected if the customer looks to pull reports for the deleted agent as we won't retain their data in the account.

2. A deleted agent is not permanently removed from your Freshdesk account. This is because all data in Freshdesk, including tags, tickets, and activities are associated with the agents in Freshdesk. The agent would be available as a contact in the customers tab of the portal. 

3. You could also change the agent's type to the occasional agent and associate a dummy email by going to Admin > Team > Agents > Edit agent by selecting the particular agent. This way, you will free up an agent seat and you can retain the record of tickets assigned to the agent and at the same the agent would also not be able to log into the system.

4. Or if the customer insists on deleting the agent, you could suggest bulk updating the tickets to another agent and then proceed with deletion if the customer looks to reassign.

5. If their profile is deleted from admin>>agents, then any integration such as apps, webhooks that uses the API key of this user will fail and configurations of the marketplace app would be lost and cannot be restored. Please ensure to replace the API key with another admin API key either incase of occasional agent access or deletion.

3. Logs/ Audit logs for agent deletion

1. For customers on the Enterprise plan, agent deletion/creation will be captured in the Audit logs itself.

2. However for customers on lower plans, the same can be checked only from logs.

3. If customers reach out to know which admin deleted an agent in the helpdesk, use the below Sumologic query,

"c=ApiAgentsController" AND "a=2660437" AND "acn=destroy" 

4. Here u=userid is the id of the user who deleted the agent and in the path(p=api/_agents/agentid) gives the id of the deleted agent.

5. id is the X-request ID of the particular action and the same can be expanded further in haystack.

6 Copy the X-request ID in the respective haystack based on the pod details available in Freshops to get the email address of the deleted agent. 

7. Search for the term User Exists (1.2ms)  SELECT  1 AS one FROM `users` WHERE `users`.`account_id` = accountid and the same will have the email address of the agent.