Currently there is no way to deactivate a customer. The customer can be deleted, which also removes their ticket history. Many of my clients have high turnover in their companies. Supervisors have access to the entire companies ticket history. When an employee leaves, the client would like to have that employee's account deactivated (no login privileges, no ticket generation), but not loose the ability to check past tickets created by that individual.
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Deactivate vs. Delete Customer
I agree! You should be able to disable or deactivate an useraccount, without deleting history of mark incoming emails from the associated emailaddress as spam. Please Freshdesk can we hear about something about this?
I also thought it was already there and came here while finding for where to find it!
That's definitely a must!
URGENT: Please allow deactivate customers instead of delete and mark as SPAM. I have chat enabled on website and I'm marking potential customers as SPAM instead of inactive. This is the only way to get rid of a customer currently.
FreshDesk - Please comment as this is an issue for many of us. We don't want to delete the customer but perhaps just stop their access to the portal temporarily.
I think there is some confusion over this request.
The tickets are not completely deleted when you delete the customer. The customer actually ends up in the 'Deleted' section and the tickets remain linked to that 'Deleted' customer which is accessible by any Agent. However, the tickets are removed from the view of a customer who may have access to all tickets from the same company.
In fact, I have just found a bug that if the supervisor end customer (that can view all tickets) was last viewing another customer, that was subsequently deleted, the supervisor can no longer access any tickets because the Freshdesk website remembers that last customer selected and deleted customers are inaccessible by non-agents.
However, the bug mentioned above aside, it is possible for the supervisor to search for tickets by the deleted customer's name and view all those tickets created. It's not as clean as being able to specifically select that customer from the pull down list but a suitable workaround until Freshdesk makes deleted customers available from the pull down.
+12Hello,
You'd now be able to permanently delete a contact in Freshdesk. The option lies in the deleted contact page - Check out the video to see how this functionality works:
You can also permanently delete contacts via API. Once deleted, all contact related information like tickets, to-dos, satisfaction survey ratings,etc. would be wiped off from Freshdesk.
Cheers!
Ok, but deactivating a contact or a customer would be very useful. It could work like a ticket where you can close a ticket and it reopen automatically when the customer send an update. The customer and the contact would reactivate when there is activity on there account. It would let me manage my contacts more effectively instead of loosing time going over old leads.
I would not consider this feature implemented. There is still no way to inactivate a contact, right?
We would also like to be able to deactivate a customer's Freshdesk login i.e. if they leave. We still need the tickets intact, and we don't want to delete the customer as their correspondence then goes into spam.
+2I asked about this as well. Needs to be a way to deactivate them in case they come back then you can activate them again.
We have our knowledge base and ticket and portal follow up, only available for our active (and activated) customers.
If we have an old or invalid customer, the only way is now to delete him. This is not the most elegant way.
Manual deactivation (similar as activation) is a very useful feature which (by my opinion) should be fairly simple to implement...?
This is also vital for us. We are a BRB company and our customers have staff turnover that we need to cater for. We need to be able to set a "supervisor" at a company level that can manage their own customer accounts linked to the company (add / delete / deactivate). Alternatively, the default action for "deleting" a contact would be for their associated tickets to remain visible by default for users who can view all tickets for the company.
Additionally, deleting them and setting all inbound correspondence from them as SPAM is not a viable solution as they may actually end up as sub-contractors to an existing client, and therefore their correspondence is actually valid at a ticket level!
Definitely useful to have an active/inactive flag for customer accounts. Deletion removes all auditable history, which is not a great place to be if you encounter anything that requires investigation/escalated management responses.
Being able to deactivate individual contacts or all contacts with a company is an important feature for my current company. We have some use cases where we want to disable access for inactive customers, such as those that haven't logged in for a set number of months. There's no easy way to do this currently as the contact details request API doesn't seem to have a last logged in field to check.
I looked at the v2 APIs and I don't see any other way to easily implement such a feature either, even if we felt comfortable with just outright deleting the contacts. One possibility might be scheduling code to read through tickets and check for the updated_at timestamp but that seems impractical without filtering / search options in the API, which also look to be absent.
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