Admin of the account will be able to remove/delete the Full time/Occasional agents from the Freshdesk instance. Once the agent is removed/deleted, all the tickets assigned to the agent will be unassigned. To know more about the impacts, refer to this article.
The deleted agent will be converted as a contact and to remove the contact permanently, the contact can be hard deleted.
Pro Tip - Before deleting the agent - assume their identity. Please navigate to the Tickets page and filter all tickets (open, closed, pending, resolved, etc) that are assigned to that agent and do a Bulk Action to re-assign them to another agent. Then, you could delete the agent without having to worry about which unassigned tickets were originally assigned to them. Alternatively, you could also change the agent's type to the occasional agent 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. If you also want to make sure that the agent won't be able to log in again, you can change the email address of the agent.
Steps to follow to delete an agent:-
- Navigate to 'Admin' from the menu. Under 'Team', click on 'Agents'.
- Hover your mouse pointer and click the 'Delete' icon next to the corresponding agent's profile that you wish to delete.
- Click on 'Confirm' in the banner displayed to confirm the deletion.
Reference articles:- https://support.freshdesk.com/en/support/solutions/articles/50000005429-how-to-delete-or-remove-agent-