Enabling agents to delete tickets

You can enable your agents to delete tickets. When you enable agents to delete tickets, you can decide if you also want agents to be able to view and recover deleted tickets.

Granting agent permission to delete and recover deleted tickets depends on your Zendesk Support plan:

• On Essential, Team, and Professional, you grant permission globally, to all agents, in the Agents settings page.
• On Enterprise, you grant permission in custom roles and the setting affects only agents in a given role.

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.

This article contains the following sections:

• (Essential, Team, Professional) Enabling agents to delete and recover tickets
• (Enterprise) Enabling agents to delete and recover tickets

(Essential, Team, Professional) Enabling agents to delete and recover tickets

On Essential, Team, and Professional, you grant permission for agents to delete and recover tickets globally, to all agents, in the Agents settings page.

(Essential, Team, or Professional) To enable agents to delete and recover tickets

1. Click the Admin icon () in the sidebar, then select Settings > Agents.
2. In the Ticket deletion section, select Agents can delete tickets.

   

   When you enable this option, Agents can view deleted tickets is enabled by default.

3. If you want to restrict agents from viewing and recovering deleted tickets in the delete tickets view, deselect Agents can view deleted tickets.

   Otherwise, leave this option selected.

4. Click Save.

(Enterprise) Enabling agents to delete and recover tickets

On Enterprise, you grant permission for agents to delete and recover tickets in custom roles and the setting affects only agents in a given role. For more information about custom roles, see Creating custom roles and assigning agents.

(Enterprise) To enable agents in a custom role to delete and recover tickets

1. Click the Admin icon () in the sidebar, then select Manage > People.
2. Click roles.
3. Locate the role you want to update, then click Edit beside the role name.

   If needed, you can create a new custom agent role.

4. In the Tickets section, select Can delete tickets.

   When you enable this option, the option Can view deleted tickets appears.

5. If you want to enable agents to also view and recover deleted tickets select Can view deleted tickets.
6. Click Update role.