Manually Deleting and Restoring Records

Manually Deleting and Restoring Records

Administrators can manually delete or restore tickets, agents, and companies directly from their detail pages in ServiceAI. This is useful when a record needs to be excluded without waiting for a full sync.

Deleting a Record

1. Open the detail page for the ticket, agent, or company you want to remove.
2. Click the Delete (trash) icon in the page header.
3. Confirm the deletion in the dialog that appears.

Deleted records are hidden from views and excluded from AI analysis. They are not permanently removed from the database.

Restoring a Record

1. Enable the Show Deleted toggle on the list page (Tickets, Agents, or Companies) to reveal deleted records.
2. Click on the deleted record to open its detail page.
3. Click the Restore icon in the page header to undelete it.

Notes

• These actions are available to Admin users only
• Records deleted manually may be re-created on the next sync if they still exist in your PSA system. To permanently exclude a record, use the Exclusions settings under Settings > Data Management.
• For agents and companies, the delete/restore toggle manages the exclusion list — the record remains in the PSA but is excluded from ServiceAI views and analysis