To comply with GDPR, LiveAgent provides the ability to delete data related to a specific customer upon their request. This includes deleting all tickets of a customer from the application. This tutorial will guide you through the process of deleting and purging all tickets from a specific customer.
Delete All Customer's Tickets
To delete all tickets of which a specific customer is the owner, navigate in the agent panel to Customers > Contacts, search for the customer in question, and edit their account.
In the Edit contact window, go to the "Tickets" section, select all the customer's tickets, and click on the "Close and delete" mass action button located above the tickets list.
On the mass action execution screen, you can add an optional note for the action. Click the "Run now" button to execute the mass action, and confirm the action by clicking on the "Yes" button in the confirmation pop-up screen.
The mass action to delete the tickets will then be scheduled a processed on background. Selected tickets will be deleted once a confirmation notification is displayed.
Please note that the length of this process may vary depending on the number of tickets to be deleted and the number of scheduled mass actions on the server.
It's important to know that tickets with the Deleted status are still accessible in LiveAgent. To remove them entirely from the application and database, they need to be purged. Several methods are available for purging deleted tickets, both manual and automatic.
Manually Purging Deleted Tickets
To manually purge deleted tickets, still in the Edit contact screen use the custom filter to display tickets in all statuses, including in the Deleted status, and apply the filter.
Once tickets are purged, they are permanently erased and cannot be restored.
Once the deleted tickets are displayed, select them all and click the "Mass action" button above the tickets list.
In the mass action screen, select the "purge ticket and stop rules execution" option. Click the "Run now" button to execute the mass action, confirm the mass action in the pop-up window, and wait for the notification that the mass action was successfully completed.
Automatically Purging Deleted Tickets
Besides manual purging, you can also set up automatic purging of deleted tickets. This can be done by enabling the "Purge deleted tickets" feature in Configuration > System > General, which will automatically purge tickets after a specified period.
Alternatively, you can create an automatic rule in Configuration > Automation > Rules to purge all tickets that change their status to the Deleted status.