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Question

What is the recommended procedure to deactivate contacts in Freshdesk?

  • March 3, 2026
  • 2 replies
  • 61 views
camag.service
Apprentice

Hello everyone,

We would like to understand the recommended procedure for deactivating contacts in Freshdesk.

Specifically:

  • Is there a way to deactivate a contact without permanently deleting it?

  • What happens to existing tickets associated with that contact after deactivation?

  • Are there any best practices to ensure reporting and historical data remain unaffected?

  • Is bulk deactivation possible?

We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.

Thank you in advance for your guidance.

2 replies

Tove
Community Debut
  • Tove
  • Community Debut
  • April 30, 2026

I am wondering the same thing

Helina
Community Manager
Forum|alt.badge.img+2
  • HelinaCommunity Manager
  • Community Manager
  • July 2, 2026

Hi Team,

Thanks for reaching out to us. This is Helina from Freshworks community.

At the moment, I am afraid that it isn't possible to deactivate contacts in Freshdesk in the same way that agent accounts can be deactivated.

As a workaround, you can soft delete the contact by clicking Delete (and not Delete Forever).

Here's what happens when you soft delete a contact:

  • Existing tickets: All previously created tickets remain in Freshdesk and continue to be historically associated with that contact.
  • Future emails/tickets: Any new emails or tickets received from the deleted contact's email address will be routed to the Spam folder.

If you have a specific business requirement and would like us to check the feasibility of a suitable solution, please reach out to support@freshdesk.com with your use case, and we'll be happy to assist you further.

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