Users can be created via the Portal (using the Register feature) or the Management Interface, while Employees can only be created in the Management Interface. Because of the way SmarterTrack is built, with the agent and user roles in separate sections, there is not a way to switch a User to an Employee or an Employee to a User.
In the instance that you'd like to convert a User to an Employee or vice versa, you'll need to delete the current entry and create a new Employee or User. It is not possible to make the switch using Roles alone.
Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.