Has anyone figured out a rule or a setting to prevent an agent or customer from deleting tickets? I'd rather have a status of "Trash" or something like that which can be used if it needs to be deleted, but that I can track it.
You can create custom roles for agents if you're on the Estate plan and prevent them from deleting tickets. Here's a snapshot on the settings that you can customise for the agent roles.
7 months ago
I have tried to set an Observer rule, but automation is not able to remove cases from Trash. It does not matter if it is opened or closed, it will be on Trash. If the Observer rule would be able to perform this action (remove a case from Trash), it would be possible to block case deletion. I wish this option was available without Customer Agent Roles function. It would be really nice.