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Deleting end users



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Amy Malka

Zendesk Documentation Team

Edited Nov 20, 2024


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36 comments

If I delete an end-user, would all its closed tickets still being accessible to its organisation?

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi Nemo Zheng,
Yes all the closed tickets would be accessible by their org if you have ticket sharing ok for them. They would be able to see them in the portal under the tab for org tickets.

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We followed the instructions to permanently delete a user, but the mentioned sidebar on the right-hand side is now offering bulk actions, rather than the expected "deleted users". Has something changed? Where can I action the permanent deletion now? 

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Cheeny Aban

Zendesk Customer Care

Hi Tania,

Thank you for flagging the article! we appreciate it. The option is now bulk delete users. To permanently delete a user, you can go to Bulk Delete>Choose the user that you would like to delete>Delete - you will receive a prompt that the user will be deleted permanently.

 

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Hi there,

Why has the "Deleted users" section disappears from the People page? Using the "Bulk delete users" page is not practical for us (no search engine) and we need to roam among our 1999+ user DB to find the users we wish to remove permanently.

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Cheeny Aban

Zendesk Customer Care

Hi Tania and Julien,

Good news! the settings to delete users have been moved to the Admin Center. Admin Center > People > Bulk actions. Separate pages for Import users, Import organizations, and Delete end users.

This feature is rolling out to accounts beginning on September 13, 2021 and should take about a week. During the adjustment period, you can see the settings in both Support and Admin Center. More information can be found here: About Support settings in Admin Center

 

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Hi,

1 - Is our storage limit affect when we "soft delete" users, or only when we premanently delete users?

2 - Is there a way to bulk permanantly delete users?  It looks as if we have to click into each individual user?

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Michael Froeming

Zendesk Customer Care

Hi Jacqui,

  1. Only when users are permanently deleted.

  2. There's currently no way to do it in bulk within the admin center, but you can use this API endpoint instead: https://developer.zendesk.com/api-reference/ticketing/users/users/#permanently-delete-user

Best,

Michael Froeming

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I don't understand why the API is needed to delete accounts permanently in People > Deleted users? Just like in the regular ticket views, add checkboxes to allow bulk deletion.
I have 6k of users that need to be deleted and Zendesk is offering to select an account one-by-one and to open it in a separate window to delete it? Really?

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Michael Froeming

Zendesk Customer Care

Hello Eckhard,

At this time, unfortunately there really is no way to permanently bulk delete users in the interface.

I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

In addition, I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Best,

Michael Froeming | Senior Customer Advocacy Specialist

NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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Looks like I couldn't able to see deleted user list in UI, NOT recoverable, Audit log also not there. Am I right?

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Hi Anita, that's correct. As the above article states: "Since you cannot undo user deletion, be very careful when performing any type of user deletion and make sure you select the correct user. Zendesk cannot recover deleted users for you."

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Hi, if you are looking for rapid deletion of users' data, you can try the GDPR Compliance app for Zendesk. You can compile a target user or ticket list by setting up a specific condition and then select one of the bulk processes: delete or anonymize. Also, you can choose the type of data to process. Retrieving process is also available.

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Are you able to find the deleted users tickets through a explore report ?

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Brett Bowser

Zendesk Community Manager

Hey Emil,

You won't be able to delete tickets through Explore. This would need to be handled through the Support UI by an admin on the account.

Let me know if you have any other questions!

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Hi Brett,
Let me try to elaborate my question;
We would like to generate reports about a users tickets even after we have deleted the user.

i.e, the user is deleted, some time later we want to see the tickets to that user. Would we be able to create a query in Explore showing all tickets with filters "requester" is "Deleted user A" ?

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Gab Guinto

Zendesk Customer Care

Hi Emil,
 
The data related to soft-deleted users will remain in Explore reports. Only when you permanently delete the user from your Support instance will the data in Explore be removed. See Deleting users. If you haven't permanently deleted the users, then you should still see their names in your report filters, and you'll still be able to report on their tickets.

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Hi, when we delete a user, this user is called "permantly deleted user" in the community, can we rename this?

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Gab Guinto

Zendesk Customer Care

Hi Ronja,
 
I'm afraid it's not possible to modify the displayed text 'Permanently deleted user'. 

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a Permanently deleted user was rehired and now we have created a new account for the user.

Few of the contacts (recent) sent by these user shows as contact actioned by deleted user.

I haved checked the Zendesk ID, both users have a different ID, ( Deleted user shows old ID by same agent). Considering this cound be issue with browser cache, user had re-install the browser but no luck in getting this sorted.

Any idea what could be the issue here?

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Neil

Zendesk Customer Care

Hi Tejas,
 
If the recent contact was via a closed ticket that had the same credentials of the deleted user, it may carry off the same message ID but it is highly unlikely that the deleted user will linked to a ticket that was sent from the new user profile.

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Hello! Can you tell me where do find the Zendesk data retention policy for active customers please? Thanks

 

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Madison Hoffman

Zendesk Digital Resources Team

Hi Samantha! Just to confirm, you're looking for Zendesk's policies on data retention our end users/customers? If so, I'd start here

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If i soft delete an end-user (customer, not staff), will they still be able to email me?

My use case is the following:
Some customers don't want to be contacted with promotions or general updates (we shouldn't send outbound emails) but still want to be able to contact us when they need help (we should be able to receive their messages).

We thought about deleting that end-user so they don't appear in the list of users (CSV) when we download it in order to run campaigns. Let me know if there's a better way fo doing this.

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Christine Diego

Zendesk Customer Care

Hi WeRoad,

Deleted end user can still reach out to you via email, or even on your help center, once they reach out again, a new profile will be created. 

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Hi, Both Apple and Google now require all apps in their stores to provide the end user the ability delete their accounts/data as easily as they can create an account. 

We are using the Zendesk API to create a support request in our apps which saves the users name and email in their profile.

How can an end user delete their own support account, to comply with this requirement?  

 

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I need to delete a couple of accounts of agents to try to see if that will fix an issue of them not queuing for calls. When I delete a user, I'm assuming all their ticket history will be associated with the deleted account? If so, can I  link that ticket history to another account or a new account for the same person? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Roberto, 

When you delete a user (agents or admins), all the closed tickets associated with it can still be accessible by searching the Ticket ID. However, you cannot reassign closed tickets, so the agent will remain the assignee of any closed tickets. As of the moment, Only open tickets – that is, tickets that aren't in the closed state – can be reassigned. 

What we can recommend is to archive a list of the tickets of that specific user so that you will have access to all the Ticket IDs before deletion.

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Hi, if I permanently delete the end-user, I can still see his name in the tickets that the user created. Is there any way how to remove the name from the tickets? Thanks!

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Hello, I received the notice that bulk deleting end users is moving to agent workspace. Currently in admin, I can filter by only suspended users, but I don't see that option in the screenshot above. Will that be available?

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