Remove/Restrict 'Delete' option to agent.

  • 1 December 2022
  • 1 reply


Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

1 reply

Userlevel 2
Badge +2

Hi @KannanSimplr 

Welcome to Freshworks Support 🙂

Yes, we can restrict the delete access from the agent by setting up a custom role. By default, an agent can able to delete the ticket. However, let’s say you navigate to Admin->Roles->New Role. There, you can add agents as you need and uncheck the “Delete a conversation” checkbox option, as I have shown in the below screenshot. Kindly ensure to have only the custom role which was created, If you have the default agent role, then it will take precedence, and the delete option will still be visible

Setting up Custom role to restrict Delete access from the agent

I hope this helps !

Here’s to you,
Vidya D

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