Agent Status Behavior in Freshdesk API Response

App Platform
1

Hi Team,

While working on my Freshdesk app, I encountered an inconsistency in the API response for agent details. When an agent is deactivated, the response includes both:
“active: true” and “deactivated: true”.
As per my understanding, if the “deactivated” field is “true”, the active field should ideally be “false”. This behavior is causing confusion in determining the agent’s actual status.

Could you please confirm if this is the expected behavior of the Freshdesk API or if there might be an issue on my end?

Thank you,
Dhanameenatchi S

2

Hi Team,

Just following up on this. I’m still seeing active: true and deactivated: true for deactivated agents. Could you confirm if this is expected behavior?

Looking forward to your response.

Thanks!
Dhanameenatchi S