Making an agent inactive will keep all of the agent's history and ticket queue but will lock them out from logging in to the agent portal as well as be able to receive new assigned tickets.   

To make an agent inactive, follow these steps: 

Step 1 - Log in to the agent portal  with an administrative account

Step 2 - Click on Admin (left side menu) to access the Admin section

Step 3 - Now select Agents/Groups/Roles

Step 4 - Click Edit on the Agent that you want to make unavailable 

Step 5 - Now change their status from Available to Unavailable. 

Step 6 - The agent will now not be available to have tickets assigned to them in the Assignee drop down, nor will they be able to log in.  

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