Plan requirement
| Subscription | Any plan |
| Access | Agent |
Two very different actions. One is reversible and stops the nuisance; the other is permanent and loses the history.
Suspending
Their tickets stop reaching your queue, and everything about them is kept. Reversible in a click.
This is what you want for spam sources, for somebody being abusive, and for anybody you might need to reinstate.
Deleting
The record is removed. Their tickets remain but lose the link to a customer, which affects your reporting and the context on those tickets.
Permanent, and it should be reserved for a deliberate reason.
Suspend first, almost always
It solves the immediate problem, and the decision to delete can be made later with less pressure. Deleting during an incident is how history gets lost.
When deleting is right
- A verified erasure request under privacy law.
- A record created in error, with no real history.
- A retention policy that says so.
Not "tidying up". There is no cost to keeping users, and no benefit to removing them.
Consider redaction instead
For an erasure request, redacting personal data from tickets and removing it from the record often meets the obligation while keeping the operational history. Worth checking what is actually required.
Check what it takes with it
Before deleting, look at whether the person appears in reporting somebody relies on, or is linked to an organisation whose figures will change.
Comments
0 comments
Article is closed for comments.