Has anyone figured out a rule or a setting to prevent an agent or customer from deleting tickets? I'd rather have a status of "Trash" or something like that which can be used if it needs to be deleted, but that I can track it.
Closed for Voting
Preventing Ticket Deletion
+12Hello Jason,
You can create custom roles for agents if you're on the Estate plan and prevent them from deleting tickets. Here's a snapshot on the settings that you can customise for the agent roles.
Cheers!
I have tried to set an Observer rule, but automation is not able to remove cases from Trash. It does not matter if it is opened or closed, it will be on Trash. If the Observer rule would be able to perform this action (remove a case from Trash), it would be possible to block case deletion. I wish this option was available without Customer Agent Roles function. It would be really nice.
Hi Mark and Jason,
This sure is one of the popular asks from our crowd!
Our product managers are exploring the scope of implementing this feature soon and you could follow us here for more updates.
At present, as Aravind posted earlier, we can only create custom roles for agents to prevent them from deleting tickets provided if you're on the Estate or above plans.
Cheers!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.