Resolution Path :
You cannot convert a Field Technician to a Support Agent directly. Here's a workaround on how you can do this :
- You would have to first delete the Field Technician by navigating to Admin-->Team-->Agents-->Field Technicians--> Click on the Trash Bin icon to the right of the FT's name to delete the user as shown below.
This will convert the Field Technician to a Contact in your Freshdesk account. - Next, you can use the "Convert to agent" button to convert the contact to a Support Agent as shown below.
Note : You would have to purchase Support Agent licences in order to convert/add a contact as a new Agent in your helpdesk.