Here's everything you need to know about deleting a category from your helpdesk.
How to delete a Category?
- Log in to your agent portal.
- Make sure your role has the permission " Manage Categories" enabled 🔐.
- Go to Main Menu > Manage > Categories
- Open the category to see the Delete option as shown in the screenshot below
- In the subsequent pop-up choose to either:
- Move either all tickets or only pending tickets to a different category
- Delete all tickets in this category
- Click "Delete".
Note: If the category is used in report conditions, smart rules, ticket schedules, ticket templates, SLA, or similar modules, you must first update or remove its references in these modules to eliminate dependencies. Only after resolving these dependencies can the category be deleted.
Cases that require an action before initiating the deletion of a category
- The Category is used as an action or condition in any of the following:
- Smart Rules.
- SLAs.
- Ticket Templates.
- Reports.
- The category is associated with a Multi-Brand.
- The category is associated with a social media integration such as Facebook/Twitter.
- The Category is associated with a voice integration such as RingCentral.
In the above cases, you must disassociate the category with the above-mentioned items before proceeding to deletion.
Warning ⚠️ : Deleting a Category is an irreversible change. Please exercise caution before proceeding to delete a category.
- Deleting a category and choosing to either move or delete its constituent tickets takes time.⏳You can track the progress of the deletion using the progress indicator.