Archived Ticket Permissions (Agent Roles)

Overview

SupportCandy lets you control who can archive tickets.
These controls are managed using Agent Roles.

You can decide:

• Who can archive tickets

• Who can access archived tickets

• Who can permanently delete archived tickets

Each permission works independently.

Where to Manage These Permissions

1. Go to Support → Support Agents → Agent Roles.

2. Open or edit an agent role.

3. Check below settings:
   
   

Archive Ticket

This permission controls who can archive tickets.

What This Permission Allows

When Archive Ticket is enabled, the agent can:

• See the Archive option on the ticket page

• Archive tickets that are:

  • Unassigned

  • Assigned to the agent

  • Assigned to other agents

Where the Archive Option Appears

• On the individual ticket page

• In ticket actions (based on role access)

If this permission is disabled:

• The agent cannot archive any ticket
  
  

Archive Ticket Access

This permission controls access to archived tickets.

What This Permission Allows

When Archive Ticket Access is enabled:

• The Archived menu appears under Support in the WordPress dashboard

• The agent can view the list of archived tickets

• The agent can open archived tickets

If this permission is disabled:

• The Archived menu is hidden

• The agent cannot view archived tickets
  
  

Archive Ticket Permanent Delete Access

This permission controls permanent deletion of archived tickets.

What This Permission Allows

When Archive Ticket Permanent Delete Access is enabled:

• The Permanently Delete option is visible

• The option appears:

  • In Bulk Actions

  • On the individual archived ticket page

This action permanently removes tickets from the database.