When someone leaves the company, remove them from the workspace so they can no longer see your tickets and their agent seat is freed. When someone just moves to another team, take them off the desks they no longer work on.
Someone off sick or on leave? Don't remove them. A manager can Mark absent or Schedule leave for them in Workload → Members, so they stop getting new tickets and, depending on the desk's setting, their open tickets are handed over. See Away, on leave or absent: your availability and what happens to your tickets.
Before you remove them: hand over their tickets
Removing someone doesn't reassign their tickets. Tickets they own stay assigned to them, and nobody gets reminded to pick them up. So do the handover first, while they're still listed:
- Open the Inbox and click the person's avatar in the filter row to see only their tickets.
- Tick the tickets (or select them all) and use Bulk assign to give them to someone else, or set them to Unassigned so the team picks them up.
- Check Workload → Members for any project cards they own, and reassign those too.
Managers can also use Hand over tickets in Workload → Members: pick the person, then move their open tickets on the desks you manage back to the queue or to a colleague in one go. Each ticket gets a note and the new owner is notified.
Their past replies, notes and time entries stay on the tickets. Nothing they wrote is deleted.
Someone has left: remove them from the workspace
Only an organization admin can do this (usually whoever created the workspace).
- Click the workspace name at the bottom of the sidebar and choose Manage.
- Open Members, find the person and remove them.
They lose access to the workspace straight away and are taken off all its desks automatically, which frees their agent seat. Their own user account isn't deleted, so they can still use any other workspaces they belong to.
Someone is changing teams: take them off a desk
Managers can change which desks a person works on:
- Go to Settings → Team.
- Find the person. Each desk they're on is shown as a chip, such as Support · Agent.
- Click the bin icon on the chip for the desk they're leaving and confirm Remove.
Keep them on at least one desk. To remove someone from IntelliDesk entirely, remove them from the workspace as described above, rather than taking them off every desk.
A few rules:
- You can't remove yourself from a desk. Ask another manager.
- Every desk needs a manager. You can't remove the last manager of a desk; make someone else a manager first.
- To keep someone's access but stop them changing anything, change their role to Observer on the chip instead. Observers are free and don't use an agent seat.
Cancelling an invitation that hasn't been accepted
Invitations waiting to be accepted are listed under Pending invitations in Settings → Team. Click Revoke to cancel one.
Related: Setting up your workspace: team, desks and roles · Assigning tickets and team workflow · Away, on leave or absent: your availability and what happens to your tickets · Plans and pricing: what IntelliDesk costs and what counts as an agent