Recent searches


No recent searches

What happens to the tickets of a deleted user?



image avatar

Claire Miller

Zendesk Customer Care

Edited Sep 10, 2024


1

10

10 comments

Hello,

I am cleaning up the users that no longer work with us but have sent tickets as main requester. Some context: only our internal staff members can send us tickets, so we are talking about a local/internal ticketing system usage.

I want to delete users that are gone, what will happen to those tickets? We want to keep them obviously, but what will happen to them?

None of the users are agents.

Thanks!

 

0


image avatar

Russell Chee

Zendesk Customer Care

Hey Carlos,

Thanks for reaching out on this community post, I hope you are doing well!
Just to clarify, these "internal staff members" are they viewed as "end-users" on your account? If so, and you are looking to maintain their ticket information after you delete them from the account, you may want to consider exporting their tickets out from their Zendesk account and storing it externally.
Unfortunately once you delete an end-user it will remove their ticketing history and that is not retrievable. Hope this helps and take care!

Russell

0


Hello, 

What will happen with tickets of a permanently deleted user? Will they be automatically removed after some time as described here?
https://support.zendesk.com/hc/en-us/articles/4408883628954#:~:text=Data%20Deletion%20Timeline%20for%20Structured%20Service%20Data  
I am permanently deleting a user and expecting all associated data to be removed(after some time is acceptable).

Thanks!

0


image avatar

Zsa Trias

Zendesk Customer Care

Hello Misak,

Deleting a user will not delete any tickets requested by that user. 

If you wish to delete tickets as they are associated with the user that you'd like to remove permanently from your account, you can delete them separately: Deleting tickets

0


When we deleted a support agent, the tickets were assigned to an individual, not a group. How did that happen?

0


image avatar

Ivan Miquiabas

Zendesk Customer Care

Hi Laure, 
 
 
Thanks for reaching out! 
 
The Normal behavior is that the ticket assigned to the agent <solved will be assigned to the agents group. It will only happen if the group only has one member. If you can confirm that it was really assigned to and individual via checking the Ticket events. Then there might be an issue and would recommend send us a ticket via our channels here so that we can investigate it properly. 
 
 
Thanks! 

0


Trying to delete some users but getting that error message that they are a requester on open tickets so can't delete them. How can I check with tickets they are requesters on so I can close them if needed?

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Hi Evan Hughes welcome to our Community! :)  

Are you trying to delete agents or end users? To check their open tickets, you can go to the user's profile and click on the dropdown button to see the Requested tickets. See sample screenshot below :)  

0


What about when an organization is deleted? Where do tickets tied to that organization then live? 

 

Thank you!

0


image avatar

Jimmy Rufo

Zendesk Luminary

Will deleting a user also remove their previously submitted tickets from Explore ticket count reporting?  I have a case where I'm running a report on monthly ticket volume, and tickets with requester of “Permanently Deleted User” are not showing up in results.  The tickets in question are still active in our system, but the requester has been purged.

0


Please sign in to leave a comment.