Support  ·  People and access

Deleting settings

When you can delete something for good, and when to turn it off instead.

Roles, departments, teams, categories, forms, locations, approval boards, and shared lists each have a delete section at the bottom of their edit page (Delete this team, Delete this role, and so on). It tells you whether the thing can go, and if not, why.

Delete it

When nothing uses it, the section says so. Tick the box to confirm, then click the delete button. It’s gone for good, and the delete is recorded in the audit log. Small attached bits go with it, like a team’s members or a department’s managers.

Deleting a role that people have asks you to pick the role they move to. See Roles.

It has history: turn it off instead

If tickets, ticket tasks, survey ratings, or approvals name it, it can’t be deleted. Old tickets and reports still need to say where they went. Turn it off instead: untick Active higher up on the same page and save. It stops being offered anywhere new, and old tickets keep it.

It’s in use: change those first

If other settings still send work to it, the section lists them. For example:

• a category that sends tickets to a team
• a form in a category, or an email address that opens tickets in it
• a routing rule that checks for it or sets it
• a recurring ticket that uses it
• a department’s own teams, categories, or knowledge base articles

Change or move each one, then come back and delete. Something can have history and still be in use, and then the page shows both.

A few that can’t be deleted

• The default role and the Super Admin role always stay.
• Roles and shared lists can’t be turned off, so they can only be deleted once nothing uses them. A shared list is in use while any form field gets its choices from it.
• A form can be deleted only until its first ticket. After that, turn it off instead, and its old tickets keep their answers. See Forms.
• People are never deleted. Turn them off on their People page.

Find turned-off ones

Turned-off departments, teams, categories, locations, and approval boards are hidden from their lists. Click Show turned off at the bottom of a list to see them, and turn one back on by ticking Active again. On the People page, pick Turned off in the list next to the search box.