Hi @Berway72,

Greetings from Freshworks community. To convert a collaborater into a agent, I suggest you to delete the user who is a collaborator so that their profile would be updated as a contact.

By Design, if you delete an agent or a collaborator, their profile would be converted into a contact . Later you can search using their email address and use the option "Convert to Agent" > Choose Full Time so that you can convert them into a support agent by utilizing your available seats. 

Yes i thinks there is a simple way of it.

Why can’t you convert them straight from being a collaborator into an Agent?  

Hello, same question, the other way around, also unable to transfer:

I would like to move an agent to collaborator without deleting. The person is still employed, need access just read-only while in a different team. If I delete, every case handled will lose the details of the agent managing it.

Is this possible, so far I am having greyed out the dropdown menu (I have all 4 roles):

Thanks in advance!

I’ve added this as an idea because seems to be an obvious gap in the solution 

Thanks for your intention, but I believe you just opened a new topic/thread, not an idea/suggestion.

No need, I found there is already on IDEA we should all UPVOTE and subscribe, to push for this feature:

Thanks for catching 

Sharing a bypass just used to overcome this limitation, working if having both FService and FDesk:

• In FDesk, go to Edit Profile and under the details, press on the link to go to FService:  
  User is added to other Freshworks products in the organization! Please update the email from the Freshworks portal or contact the org administrator View User.
• In FService, amend the user email, adding suffix (example: name.surname+FD@mail.com)
• Back in FDesk, refresh (F5) and you will see the email changed, now Deactivate the profile.
• Back in FService, amend the profile back to the original email address, removing +FD,
• Last, in FDesk, create NEW AGENT and use the right email address, defining it as Collaborator.

You end up with 2 profiles: one active as Collaborator, another deactivated as Agent with the +FD email, keeping all the cases assigned and notes.

• PROs: recover a paid licence, plus limiting the use in FDesk for the person moving teams,
• CONs: user will not have assigned the cases he/she worked as Agent (but if moving team, this might be pointless)

Hope this helps, but still good to have this option available. I will not post this in the IDEA topic to prevent creating noise there.