Overview

Offboarding a user is the process of managing the departure of an individual from an organization, typically an employee or contractor, which involves systematically removing their access to various systems, applications, and physical assets associated with their role within the organization. Offboarding is essential for security reasons to prevent unauthorized access to company resources after the individual's departure.

This article provides the steps to submit an offboarding request for a Smarter Call Center (SCC) user.

Process

1. Click the Submit a request link in Zendesk.
   
   

2. Select Tollanis Support Requests (Internal and SCC) as the issue. 
    

3. Select Smarter Call Center::User Offboarding::{Single User Request|Bulk User Request} for the ticket category.

   Note: The form will be different for Single User Request and Bulk User Request.

4. Specify if the ViciDial credentials should be removed (optional).
   
   
   
   

5. Select the Ticket Category. If the Ticket Category is set to: 

   Single User Request
   The Email Address of the user to be offboarded (optional) field will become visible. This field corresponds to the email address associated with the user account to be offboarded. 
   
   

    

   1. Provide the email address of the user account to be offboarded.
   2. Provide a Subject (e.g., Single User Offboarding Request for {Team}).
   3. Provide a short Description or other relevant information.
   4. Attach any relevant file or documents (optional).

   
   
   Bulk User Request 

   For Bulk User Request, the CSV file containing the required user account data to be offboarded needs to be included in the request. Download and fill up the CSV template (the download link can be found below the Description section of the form.)
   
   

    

   1. Provide a Subject (e.g., Bulk User Offboarding Request for {Team}).
   2. Provide a short Description or other relevant information.
   3. Attach the completed CSV file containing the account information of the users to be offboarded.
      
      1. Click Add file under Attachments (optional).
      2. Browse for the CSV file and click Open. This will prepare your file to be attached.
         
         

6. Click Submit.