Offboarding a staff member safely

Somebody resigns on Tuesday. Here is the ten-minute checklist that keeps their work from disappearing with them.

Do not delete the account

Deactivate it. Deleting orphans their replies and breaks the ticket history that makes the system valuable in the first place.

The checklist

1. Deactivate the account in Admin → Users & Staff.

2. Reassign their open tickets — bulk-assign from a filtered queue to the team lead, who redistributes.

3. Check for tickets assigned to them in pending status; those are the ones that quietly rot.

4. Remove them from any email address forwarding into the desk.

5. Revoke any API tokens they created.

6. Read the audit log for the last thirty days if the departure was not amicable.