In Freshdesk, a ‘delete’ or ‘export’ request from a customer must be routed via the admin, who validates if the requestor is genuine.
As an administrator of your helpdesk account, you can
- Soft delete a contact
- Hard delete a contact
- Permanently delete the PII of a deleted contact who was previously an agent.
Soft delete a contact
To soft delete a contact in Freshdesk,
Navigate to the left Menu bar, click on the People icon() and select the Contacts tab.
Select one or more Contacts you wish to delete by clicking on the checkboxes adjacent to their name.
Click on the Delete button on the top bar.
Click Confirm on the prompt that appears.
In case of accidental deletion, you can restore the contact back from the Deleted Contacts list.
Hard delete a contact
To permanently delete contacts data - tickets, forums, calls & profiles from Freshdesk,
Navigate to the left Menu bar, click on the People icon() and select the Contacts tab.
Click on the Filter icon () on the All Contacts page and select the Deleted Contacts view.
Click on the Contact’s name you wish to delete permanently.
Click the Delete forever button from the top bar.
Click DELETE FOREVER on the prompt that appears.
Permanently delete the PII of a deleted contact who was previously an agent
If the deleted contact was previously an agent with the account, Freshdesk permanently deletes their PII(Personally Identifiable Information) such that the individual is not identifiable thereafter.
For business continuity, Freshdesk retains their contributions to the business, such as ticket responses, notes, knowledge base articles, forum topics/comments, support calls, surveys, automation rules, ticket templates, contacts, companies, tags, etc.
For any further information or clarifications, please reach out to support@freshdesk.com.
