What happens to the tickets of a deleted user?

Question

What happens to tickets after a user is deleted?

Answer

The sections below outline how a user's deletion affects the tickets they interacted with based on their role.

Tickets assigned to the deleted user (for agents)

The agent is removed as assignee and the tickets are reassigned to the agent's group.

If you turned on solved ticket reassignment, you can choose what happens to the solved tickets that are assigned to the deleted agent.

For more information on deleting agents, see the article: Best practices for removing agents.

Tickets requested by the deleted user

You can't delete a user if they're still listed as the requester of any un-closed tickets. If you try to delete the user, you'll get the User is requester on [x number of] tickets that are not closed error message.

Solve the tickets first and wait for them to close before you delete the user. After the user is deleted, their user profile is no longer viewable.

Tickets the deleted user is CC'd on

If the user is CC'd on any un-closed tickets, they're removed as a CC of the ticket. This isn't recorded as an event on the ticket in the same way that the removal of an assignee is recorded in the events log.

For more information on deleting users, see the article: Deleting users.