How do I delete a user in Zendesk WFM account?

Question

My Zendesk Workforce Management (WFM) account only shows deactivate user. How do I delete a user?

Answer

Delete the user in the agent interface in Zendesk Support. Zendesk provides a granular permission that separates delete rights from the rights to create, edit, or assume end users.

To delete a user:

In Zendesk Support, search for the user you want to delete

Click the Users tab and click the user to open the user's profile

Click the user options arrow in the upper-right corner, then select Delete

For more information, see Deleting end users.

If you downgrade an agent in your Zendesk instance to an end user role, Zendesk automatically deactivates the agent in WFM. This change can take up to 12 hours to register.

The downgrade option is preferable to outright deletion because it preserves historical data of the agent's activity in the account prior to their removal. The system also does not remove all WFM-related data when you remove an agent. For example, a removed user who had activity last month still appears in past records on the platform, but shows no activity in WFM after removal.