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

Step2-Click on Admin from the left menu

Step 3-Now select Agents/Roles/Groups from the left side menu 

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

Step5-Now change their status from Active to Inactive. 

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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