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Product Updates

Case Deletion is here!

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You’ve been asking for it, and it’s finally here! With our latest product release, we’ve added the ability to permanently delete cases from your system! Get rid of spam, delete those test cases, and generally clean up your system so you can deliver the most efficient customer service yet with

So, how does it work?

1. Enable case deletion

Go to Admin → Case Management → Agents to turn on case deletion. You can enable it for all agents or limit it to certain group.

Our new customers will also have a filter called the Deleted Cases filter, which is like a Recycle Bin where your cases will live for 7 days after you delete them.  If you want to be able to view these cases, you need to log on to Admin → Case Management → Filters and toggle the Deleted Cases filter to On. For our existing customers, simply create it by adding a new filter and setting the All Condition to be “Case Status” is “Deleted”.

2. Deleting the Cases

You have a few options for deleting cases. You can set up the system to do so automatically with business rules and add a Rule Action to Set Case Status to Deleted in the context that you want. Once you’ve set a case status to Deleted, it will remain in the “Deleted Cases” filter for 7 days before being completely wiped from your system.

From the Agent Desktop  you can either delete the case directly when you have it open…

…or delete a bunch of cases via the bulk editor:

You can also delete individual cases right from the Case Filter View by clicking on the icon:

 3. Deleted! Now what?

Sometimes, we delete things accidentally. While Deleted Cases wont show up in your regular search results, you can still find them! Just go to the Agent search panel and type status:deleted. Then, if you want to restore a case, simply click the Undelete icon next to the case you want to restore.  If you set up a Deleted Cases filter, they’ll also show up there for 7 days.

You can also see a report of the number of cases you’ve deleted in a particular time period by going to Business Insights → Cases → By Interaction:


To learn more about Case Deletion, take a look at our Support Article: Deleting Cases

What do you think? We love to hear your feedback so we can continue to make our product even better! Leave us a comment or shoot us an e-mail at




Kate Mirkin

Kate Mirkin

Kate Mirkin is the Product Marketing Manager at She works closely with the Product team to help identify and promote the features that customers need most...


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