Offboard Zendesk agent and reassign open tickets
Automatically offboard a departing Zendesk agent from a Slack request with Stepwork, and reassign their open tickets so customers are not left waiting.
- Use case
- Employee offboardingOps
- Best for
- Support Operations Manager, IT Administrator
- Applications used
Zendesk
Slack
- Business outcome
- Customer experience
The problem
Customers wait on tickets assigned to someone who left.
When an agent leaves, open tickets stay on their name. Support ops reassigns them one by one and often misses a few until a customer follows up.
Meanwhile the agent seat may still be active. Coverage gaps show up as SLA breaches, not as a clean handoff.
The outcome
No customer waits on a departed agent
Stepwork downgrades or deactivates the departing agent and reassigns their open tickets to the designated agent or group. The run records who asked. For temporary absence, use Reassign Zendesk tickets from out-of-office agent instead.
- The agent is downgraded or deactivated.
- Open tickets move to the named agent or group.
- If the agent cannot be found, the run stops.
The process
From Slack request to an offboarded Zendesk agent
Support ops posts the agent and the covering owner in Slack. Stepwork closes the seat and moves open tickets.
- Step 1
Request it in Slack
A teammate posts the departing agent’s email and who should take their open tickets. That message starts the flow, and Stepwork records who asked and when.
- Step 2
Find the agent and open tickets
Stepwork signs in to Zendesk, locates the agent, and lists their open tickets. If the agent cannot be found, the run stops.
- Step 3
Offboard and reassign
Stepwork downgrades or deactivates the agent and reassigns open tickets to the designated agent or group.
- Step 4
Confirm and reply in Slack
Stepwork checks that the agent is closed and tickets moved, then posts the result back in Slack.
Why Stepwork
Agent offboarding stays on the path you recorded
A deterministic agent runs the offboard-and-reassign path you recorded. Customers do not wait on tickets still assigned to someone who left.
Similar use cases
Similar use cases
- Add Zendesk agent with role and groupsCreates the agent in Zendesk with the correct role, group memberships, and default views for their team.
- Reassign Zendesk tickets from out-of-office agentMoves the listed agent's open tickets to covering agents or the team queue for the duration of their absence.
Reassign open Jira issues from departing userFinds all issues assigned to a departing user and reassigns them to their manager or a named teammate.
FAQ