Support  ·  Records and your data

Reset this helpdesk

Clear out test tickets and other trial data before you go live, and keep your setup.

While you set things up, you open test tickets, try out approvals, and maybe add a few help articles or pieces of equipment. Reset this helpdesk clears that out before your people start using it for real, so the test tickets don’t show up in reports. Your setup stays as it is.

Only Super Admins can reset a helpdesk. It isn’t offered on the public demo.

What you can clear

Tick what should go. Each one shows how many there are now.

• Tickets: every ticket, with its replies, notes, files, history, form answers, tasks, approvals, survey answers, time spent, reservations, and the emails about it.
• Start ticket numbers again at #1: only with Tickets. Leave it unticked if anyone outside your team saw the old tickets. A reply to an old email with “[Ticket #12]” in its subject could land on the new ticket #12, and links in old emails and chat messages would open it too (an old “How did we do?” link won’t, though). Unticked, numbers carry on from where they are.
• Email log: what’s left under Settings, Email that wasn’t about a ticket, like bounces and sign-in links. Emails still waiting to go out are kept.
• Recurring ticket schedules: every schedule. Left unticked, schedules keep running.
• Help articles: every knowledge base article, with its earlier versions, pictures, files, and feedback.
• Equipment, if you have the inventory: every piece of equipment, with its history, check-outs, files, walk-arounds, and disposal notes, plus found devices and scan history. Found devices come back on the next scan or sync. Equipment types and your scan and sync settings stay. Upkeep schedules stay too, but aren’t tied to equipment anymore.
• Contracts and vendors, if you have them: every contract, with its earlier terms, files, reminders, and history, and every vendor with its contacts and files. Tickets lose their vendors and case numbers. Your renewal reminder settings stay.

What’s always kept

People and roles, departments, teams, sites, categories, forms, shared lists, routing rules, SLAs, business hours, approval boards, survey questions, tags, saved replies, saved reports, announcements, branding, every System setting, the audit log, and the disposal record under Records retention.

A reset never touches people. To clear out test people, turn them off on the People page.

Doing it

1. If you might want any of it later, download everything first.
2. Tick what to clear.
3. Type your organization’s name in the box, as it’s shown just above the box (or the word “reset”, if no name is set under Branding), and click Clear what’s ticked.

It all happens at once: if anything goes wrong partway, nothing is cleared. Tickets can’t be cleared while any ticket is on legal hold; release the hold under Records retention first if it really can go.

Afterward, every Super Admin gets an email saying who reset it and what was cleared, and it goes in the audit log and the disposal record. The disposal record says how many of each went, never what they said. On the Import page, imports of tickets (or equipment) that were cleared show as undone, since there’s nothing left to undo.

If it was a mistake

It can’t be undone from the helpdesk. If RequestCrew hosts your helpdesk, contact support right away: backups from the last week can usually put the whole helpdesk back as it was just before, but anything done after the reset would be lost. If you run your own server, a backup from before the reset is the way back.