After an agent leaves your team, you can reassign the tickets assigned to them, to another agent, before deleting their profile from your account. You can follow one of the below two methods based on the volume of tickets.
If the volume of tickets is low, you can follow the below steps;
Login to your Freshdesk account as an administrator
Navigate to Tickets list view page from the menu
On the filter pane, under ‘Agents’, select the agent whose tickets you’d like to move and the time period
‘Apply’ the filters for the list to update
Select all the tickets on the page, click ‘Bulk update’, and select ‘Group’ and ‘Support Agent.’
30 tickets are listed on each page; continue the process for all ticket list view page.
If there are a lot of tickets, set up a new automation rule to bulk update the tickets using the following steps.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Under Workflows, click on Automations.
Choose the Tickets tab, and under Time Triggers, click on the New Rule button.
Give your rule a name.
Under ‘On tickets with these properties:,’ select ‘in Tickets,’ ‘if Assigned agent’ is the old agent whose tickets are to be moved.
Under ‘Perform these actions:’ select ‘Assign to agent’ and the new agent’s name in the dropdown.
Click on ‘Preview and save’ and then ‘Save and enable.’
Disable the rule once the tickets are moved.
Please reach out to email@example.com if you require further assistance.