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 plan:
- If you don't have an Enterprise plan, you grant permission globally, to all agents. SeeEnabling agents to delete and recover tickets.
- On Enterprise plans, you do not set ticket deletion and redaction permission globally for all agents. Agent permissions are determined by the agent's custom role. SeeCreating custom roles and assigning agents.
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.
Enabling agents to delete and recover tickets
If you are using one of these plans, you grant permission for agents to delete and recover tickets globally, to all agents:
- Suite Team, Growth, and Professional plans
- 支持Team and Professional plans
If you have an Enterprise plan, use acustom roleto assign agents permission to delete and recover tickets.
To enable agents to delete and recover tickets
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Agent interface.
- In theTicket deletionsection, selectAgents can delete tickets and redact content.
If you have the Zendesk Agent Workspaceactivatedin your account, this setting also enables agents toredact ticket content.
When you enable this option,Agents can view deleted ticketsis enabled by default.
- If you want to restrict agents from viewing and recovering deleted tickets in the delete tickets view, deselectAgents can view deleted tickets.
Otherwise, leave this option selected.
- ClickSave.
0 Comments
Pleasesign into leave a comment.