When I'm trying to add a new agent, I get the message 'User already exists'. How do I fix this? :

Last updated: 2019-09-17

Source: https://support.freshservice.com/support/solutions/articles/50000000323-when-i-m-trying-to-add-a-new-agent-i-get-the-message-user-already-exists-how-do-i-fix-this-

The error message occurs when the email address has already been associated with another user who can either be an agent/requester. In order to proceed further on this, please ensure the following checks are done:

Try searching the email address on the global search bar.

If the search does not yield results, the email address is probably associated with a deleted requester. To find this, please navigate to Admin-->Requesters-->Deleted and check if the email address has been associated as a primary or secondary email to the requester profile.

If it exists, please restore the user and convert the requester to an agent.