Enabling agents to delete tickets

In some cases, you might want your agents to be able to delete tickets. Before they can do this, you must enable this capability. Use this article to learn how to enable your agents to delete tickets. For help deleting tickets, see Deleting tickets. You must be an administrator to enable agents to delete tickets.

Note: If an agent has permission to access the Suspended tickets view, they can delete any tickets included in that view, even if ticket deletion is not enabled for them..

To enable your agents to delete tickets (Support Essential, Team, or Professional)

1. In Support, click the admin icon () .
2. Click Settings > Agents.
3. In the Ticket deletion section, check Agents can delete tickets.

   

You can also select Agents can view deleted tickets which lets agents view and restore deleted tickets. For more information, see Viewing and recovering deleted tickets.

Enterprise admins can create a custom agent role that lets agents delete tickets, and then assign that role to the required agents. For more information, see Creating custom roles and assigning agents.