Deleting end users

<p id="docs-hc-snippet" style="display: none;">You can delete end users one at a time or in bulk from the Customers page in Support. Agents must haveaccess to all ticketsto delete end users. On Enterprise plans, this permission is set by an agent’scustom role. Only admins can delete end users in bulk.</p>
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<p class="p">You can delete end users one at a time or in bulk from the Customers page in
Support. Agents must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930#topic_3zw_yl2_yg" target="_blank">access to all tickets</a> to
delete end users. On Enterprise plans, this permission is set by an agent’s
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role</a>. Only admins can
delete end users in bulk.</p>
<p class="p">When you delete end users, they’re soft deleted and queued for permanent deletion
after 30 days.</p>
<p class="p">Admins can <a class="xref" href="#topic_vcv_yjh_xcc">permanently delete end
users</a> before 30 days. Permanently deleting end users ensures
compliance with global data privacy laws such as the General Data Protection
Regulation (GDPR) and the California Privacy Rights Act (CPRA). For more
information about GDPR, see<a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298848154" target="_blank"> Complying with privacy and data
protection law</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845703194" target="_blank">Forgetting a user in
Zendesk</a>.</p>
<p class="p">This article covers the following topics:</p>
<ul class="ul" id="topic-1__ul_sfb_sry_vcc">
<li class="li" dir="ltr"><a class="xref" href="#topic_arx_sry_vcc">Considerations
for end-user deletion</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dr4_r14_x1b">Deleting an end
user</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_lhv_gvy_vcc">Deleting end
users in bulk</a></li>
<li class="li"><a class="xref" href="#topic_vcv_yjh_xcc">Permanently deleting an end
user</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_arx_sry_vcc">
<h2 class="title topictitle2" id="ariaid-title2">Considerations for end-user deletion</h2>
<div class="body">
<div class="p">Make sure you understand the following before you delete end users from
your account:<ul class="ul" id="topic_arx_sry_vcc__ul_m1b_bsy_vcc">
<li class="li">You can't delete these types of users:<ul class="ul" id="topic_arx_sry_vcc__ul_bp2_hjh_xcc">
<li class="li" dir="ltr">An end user who’s the requester on a
ticket that isn’t closed.</li>
<li class="li" dir="ltr">Placeholder users created during
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893967514#topic_pxh_wkz_sq" target="_blank">ticket
sharing</a>.</li>
<li class="li" dir="ltr">Users created through legacy
Chat.</li>
</ul>
</li>
<li class="li" dir="ltr">No help center content is lost when you delete
an end user.</li>
<li class="li">If the agent is a member of your Workforce management
account, make sure to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6931913462042" target="_blank">delete any
schedules and shifts</a> they're part of.</li>
<li class="li" dir="ltr">Deleting end users from your account soft
deletes them, which means the users are still in the
Zendesk database for 30 days before they’re queued
for permanent deletion.</li>
<li class="li" dir="ltr">Deleting an end user's account can’t be
undone. Make sure you select the correct user when
deleting end users.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dr4_r14_x1b">
<h2 class="title topictitle2" id="ariaid-title3">Deleting an end user</h2>
<div class="body">
<p class="p">Admins and agents with access to all tickets can delete an end user.
Admins can also <a class="xref" href="#topic_lhv_gvy_vcc">delete
multiple end users</a> at the same time.</p>
<p class="p">Deleted end users appear on the Deleted users page for 30 days before
they’re queued for permanent deletion by an automated process. </p>
<div class="note important">
<span class="importanttitle">Important:</span> Deleted end users can’t be restored.</div>
<p class="p">You can’t delete an end user with tickets that aren’t closed. It’s
recommended to locate the user’s unclosed tickets beforehand and
edit the tickets to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886900506#topic_jwd_bnr_wt" target="_blank">change the requester</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827596570" target="_blank">create a trigger to close
them</a>. </p>
<div class="p" id="topic_dr4_r14_x1b__p_l5r_5qc_tdb">
<strong class="ph b" id="topic_dr4_r14_x1b__b_ors_pqc_tdb">To delete an end user</strong><ol class="ol" id="topic_dr4_r14_x1b__ol_m5m_3zb_1db">
<li class="li">Open the user's profile by doing one of the following:<ul class="ul" id="topic_dr4_r14_x1b__d8e17">
<li class="li">
<span class="ph" id="topic_dr4_r14_x1b__d8e20">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click the <strong class="ph b">Customers</strong> icon
(<img class="image" id="topic_dr4_r14_x1b__d8e28" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar.</span> Locate the user and
click their name.</li>
<li class="li">In a ticket, click the user's profile name or picture.</li>
</ul>
</li>
<li class="li">In the user's profile, click the user options arrow in the upper right, then select
<strong class="ph b">Delete</strong>.<p class="p"><img class="image" id="topic_dr4_r14_x1b__d8e42" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user-options-top-right.png"></p>
</li>
<li class="li">When prompted, click <strong class="ph b">OK</strong> to confirm the deletion.<p class="p">The end user is
deleted.</p>
<p class="p">If the end user has unclosed tickets, they aren’t deleted and an
error appears.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_lhv_gvy_vcc">
<h2 class="title topictitle2" id="ariaid-title4">Deleting end users in bulk</h2>
<div class="body">
<p class="p">Admins can delete up to 100 end users at a time.</p>
<p class="p"><strong class="ph b">To delete users in bulk</strong></p>
<ol class="ol" id="topic_lhv_gvy_vcc__ol_h4m_jwy_vcc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Customers</strong>
(<img class="image" id="topic_lhv_gvy_vcc__d9e48" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar.</span><p class="p">By default, users are sorted by their creation
date, from most recent to oldest. Change the sort
order by clicking a column header.</p>
</li>
<li class="li">(Optional) Click the <strong class="ph b">Suspended Users</strong> list if you want to
delete only suspended users.<p class="p"><img class="image img-screenshot" id="topic_lhv_gvy_vcc__image_g5w_dmb_ldc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customers_suspended_users_list_new.png" width="730"></p>
</li>
<li class="li">Select the checkbox for each user you want to delete. You can
select users across multiple pages. <p class="p">Alternatively, select
an entire page of end users by clicking the check
box at the top of the table.</p>
<p class="p"><img class="image img-screenshot" id="topic_lhv_gvy_vcc__image_cns_cxy_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customers_delete_bulk_new.png" width="600"></p>
</li>
<li class="li">At the bottom of the list, click <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete customers</strong> in the dialog to confirm the
deletion.<ul class="ul" id="topic_lhv_gvy_vcc__ul_btw_hxy_vcc">
<li class="li">The selected users are deleted if they don’t
have any unclosed tickets. This might take a few
minutes.</li>
<li class="li">The selected users aren’t deleted if they have
tickets that aren’t closed. A message appears that
shows which users are requesters on unclosed
tickets.<p class="p"><img class="image img-screenshot" id="topic_lhv_gvy_vcc__image_d3y_kxy_vcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customers_delete_bulk_new_error.png" width="600"></p>
<p class="p">Click a user’s name to view their
unclosed tickets. You can edit the tickets to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886900506#topic_jwd_bnr_wt" target="_blank">change the
requester</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827596570" target="_blank">create a trigger to
close the tickets</a>, then attempt to delete
the end user again.</p>
</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vcv_yjh_xcc">
<h2 class="title topictitle2" id="ariaid-title5">Permanently deleting an end user</h2>
<div class="body">
<p class="p">After deleting a user, they’re queued for permanent deletion after 30
days. Admins can permanently delete end users before those 30 days
if needed.</p>
<p class="p"><strong class="ph b">To permanently delete an end user</strong></p>
<ol class="ol" id="topic_vcv_yjh_xcc__ol_o3s_fkh_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vcv_yjh_xcc__d10e849" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Deleted users &gt; Deleted users</strong>.</span></li>
<li class="li">Click the user you want to delete permanently from the list.<p class="p">A
screen appears with the user's name and their
associated tickets.</p>
</li>
<li class="li">Click <strong class="ph b">Delete User</strong>.</li>
</ol>
</div>
</div>
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