Last updated: 2025-07-01

Source: https://support.freshservice.com/support/solutions/articles/50000000332-how-to-delete-an-agent-

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This article outlines how to manage agent accounts, including steps to deactivate or permanently remove agents, along with the impact of each action.

You can remove an occasional or full-time agent from your account. The following options are available on the application:

  • Deactivate \- Allows you to temporarily disable an agent's access and remove their assignments without deleting their account.
  • Forget User \- Permanently remove an agent and erase all their associated data from the account.

    • Deactivate an agent

    Follow these steps to deactivate an agent from your account.

  •  Go to Admin. The Global settings page appears.
  • If your account has multiple workspaces, do one of the following:
  • For Global workspace: Go to Global Settings > User Management > Agents.
  • For specific workspace: Click> select the workspace > User Management > Agents.

    • 3. Select the agent that you want to deactivate. The Agent details page appears.

    4. Click the more options at the top right corner and click Deactivate. A confirmation message appears.

    5. Click Yes, deactivate.

    Impacted areas after deactivating an agent

    The following table describes the impacted areas after the agent deactivation.

    Impacted areasAutomatic changesAction required
    LoginUnable to log in to Freshservice.<br>Logout from the mobile application
    Tickets, problems, assets, and projectsNo longer assignable to any entities.
    TicketsTickets with Open, In Progress, or Pending statuses will automatically become unassigned.
    Tickets with Resolved and Closed statuses will remain unchanged.
    Account-level configurationsRemoved from all account-level <br>configurations.<br>Agent is no longer designated as a department head.<br>Agent's account is set to inactive.
    Workflow AutomatorCannot be removed automatically.Manually remove the agent from the associated workflow.
    Active Directory (AD)Automatically deactivated in Freshservice if the agent is deleted in AD.
    ReportsThe reports created by the deactivated agent will be moved to trash. Also, the report will not appear on the All Reports page.Make a copy of the report within 180 days after the agent's deactivation.
    Schedule ReportsYou will continue to receive scheduled reports created by the deactivated agent.
    Workflow AutomatorWorkflows created by deactivated agents will remain active.You need to manually deactivate these workflows.
    Audit logAll changes are recorded in the audit logs for tracking

    Forget User

    When you use the Forget User option, the agent is removed from the account.

    Impacted areas after using the Forget User option

    The following table describes the impacted areas after the agent is removed.

    Impacted areasChanges
    Incidents and NotesAll incidents and notes (public and private) created by the agent will be deleted.
    Service RequestsAll service requests made by the agent will be deleted.
    Activities TabThe Forget User action will be recorded.
    Audit LogsPrevious actions performed by the agent, including their name, will be listed.

    Data cleanup after deactivation

    Once an agent is deactivated, a background process is triggered to ensure the agent is removed from all relevant areas. Below is a breakdown of the data cleanup process:

    Agent removal from system features
    Tickets and ProjectsThe agent will be removed from any ticket and change templates<br>The agent will no longer be the owner of any Projects, Changes, or Tasks.<br>The agent will be removed from scheduled ticket actions
    Pending ApprovalsAny contract renewal approvals assigned to the agent will be automatically rejected
    FreshcallerThe agent will be removed from Freshcaller and any active calls
    Group escalationsThe agent will be removed from all group escalations.
    SLA policiesThe agent will be removed from all SLA policies
    Scenario actionsThe agent will be removed from scenario actions (e.g., add watcher, responder, or send email to agent).
    Admin notificationsThe agent's email will be cleared from admin notification settings
    Deletion of agent-specific data
    Sandbox environmentThe agent will be deactivated in the sandbox.
    Canned ResponsesAny personal canned responses created by the agent will be deleted
    Scenario AutomationsPersonal scenario automations will be removed
    Scheduled Tasks and Report FiltersAny scheduled tasks or report filters created by the agent will be deleted
    Other areasThe agent will be removed from Leaderboards, Dashboards, Quests and Badges.