Archived Ticket Permissions (Agent Roles)

Overview

SupportCandy allows you to control who can archive, view, and permanently delete archived tickets using Agent Roles. Each permission is independent, giving you fine-grained control over how archived tickets are managed.

Where to Find

Go to:

Support → Support Agents → Agent Roles

  1. Open an existing role or create a new one
  2. Configure the archived ticket permissions as needed
  3. Save the role

Archive Ticket (Capability)

This permission controls whether an agent can archive tickets.

When Archive Ticket is enabled, the agent can:

  • See the Archive option on the ticket page
  • Archive tickets that are:
    • Unassigned
    • Assigned to themselves
    • Assigned to other agents
Where the Option Appears
  • On the individual ticket page
  • In ticket actions (based on role access)
If Disabled
  • The agent cannot archive any ticket

Archive Ticket Access (Other permissions)

This permission controls whether an agent can access archived tickets.

When Archive Ticket Access is enabled:

  • The Archived menu appears under Support
  • The agent can:
    • View archived tickets
    • Open archived tickets
    • Browse, search, and filter archived tickets
If Disabled
  • The Archived menu is hidden
  • The agent cannot view archived tickets
Archive Ticket Permanent Delete Access (Other permissions)

This permission controls whether an agent can permanently delete archived tickets.

When Archive Ticket Permanent Delete Access is enabled:

  • The Permanently Delete option is available
  • This option appears:
    • In Bulk Actions
    • On the individual archived ticket page
Important
  • Permanently deleted tickets are removed from the database
  • This action cannot be undone

Example

Suppose you want limited access for junior agents:

  • Enable Archive Ticket Access → so they can view archived tickets
  • Disable Archive Ticket Permanent Delete Access → to prevent data loss
  • Enable or disable Archive Ticket based on whether they should archive tickets

This ensures better control and prevents accidental deletion.

Notes / Tips
  • Assign permissions carefully based on agent responsibilities
  • Avoid giving permanent delete access to all agents
  • Use separate roles for different support levels (e.g., junior vs senior agents)
  • Regularly review permissions to maintain security and control
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