Zendesk Inactive User Downgrade Script

This script identifies and downgrades inactive agents in Zendesk who have not logged in for a specified period (default is 45 days). It also handles users who have never logged in. Inactive agents will be downgraded to the role of "end-user," effectively removing them as light agents.

Prerequisites

• Python 3.x
• Required Python packages:
  • requests
  • pandas

You can install the necessary packages using pip:

pip install requests pandas

Setup

1. Create a credentials dictionary: The script requires a dictionary of your Zendesk credentials and API key. Set up the dictionary with the following format:

   credentials = {
       "subdomain": "yourzdsubdomain",
       "email": "[email protected]",
       "api_token": "example_api_key"
   }

2. Adjust the active_date variable (optional): The script defaults to checking for users who have been inactive for 45 days. You can adjust this by changing the value of the active_date variable.

   active_date = (datetime.now() - timedelta(days=45)).strftime('%Y-%m-%d')

How to Run the Script

1. Ensure your credentials dictionary is correctly populated.
2. Run the script using your preferred Python environment.

python downgrade_inactive_users.py

Script Details

• The script fetches all agents from the Zendesk API using pagination and checks their last login date.
• Agents who have not logged in since the active_date or have never logged in will be marked as inactive.
• The script then downgrades these inactive agents to the "end-user" role, which removes their "light agent" status.
• The script prints out the number of inactive users and logs the downgrade process.

Example Output

Found 3 inactive users on subdomain yourzdsubdomain
Downgrading user https://yourzdsubdomain.zendesk.com/api/v2/users/12345.json
200 {'user': {'role': 'end-user'}}

Troubleshooting

• Failed to fetch data: If the script encounters issues fetching data, it will output the status code and the full response from Zendesk for debugging purposes.
• Key 'users' not found in the response: This indicates a problem with the API response, and the script will print the full response for you to review.

License

This script is provided "as-is" under the MIT License. Feel free to modify and use it according to your needs.