You can deactivate a client based on your requirement. When you deactivate a client:


  • All users will be deactivated and logged out of the support portal.

  • New users cannot be created. 

  • New tickets cannot be created.

To deactivate a client:


  1. In the Client page > select the required client.

  2. Click icon and then click Deactivate. A confirmation message appears. Click Yes to remove the client.



Impacts of client deactivation and reactivation


The following table describes the impact on a module when a client is deactivated.


Modules

Impact when Client is deactivated

Effect when Client is reactivated

Announcements

  • Contacts from deactivated clients are excluded from the audience list. 

  • Contacts belonging to deactivated clients cannot be selected while configuring the announcement audience.

Contacts from the client are included again in the audience list.

Business Hours, SLA & OLA Policies

  • No changes are made to existing policy mappings. 

  • Inactive clients cannot be added to new global policies. 

  • Policies are skipped for tickets from deactivated clients since those tickets are marked as spam.

Policies resume application as normal. The client can be added to global policies again.

Contacts

  • All contacts under the client are marked as deactivated. 

  • Reactivation and creation of new contacts are not allowed. 

  • Activation emails are not sent when the primary email is changed.

Contact status remains unchanged. Manual updates may be required if needed.

Mailboxes

  • No tickets are created for emails sent to mailboxes associated with deactivated clients.

Mailbox resumes normal ticket creation for the reactivated client.

Portals

  • If the portal has multiple clients, the deactivated client is removed from the mapping.

  • If the portal is mapped to only one client, the mapping is retained to avoid re-creation. Deactivated clients cannot be searched or added to new portal mappings. 

  • The portal is deleted only if the client is permanently deleted.

Existing portal mappings, if retained, continue to function. The client can be added back to new portals.

Supervisor Rules

  • Supervisor rules do not run on tickets that belong to deactivated clients.

Supervisor rules resume functioning on the client’s tickets. The deactivated flag is removed from the UI.

Tickets

  • New tickets and tasks cannot be created for deactivated clients. 

  • Contacts cannot submit tickets through the portal. 

  • Emails sent to the client mailbox do not create tickets. 

  • The client name is shown with a deactivated label across tickets and tasks.

Ticket and task creation is allowed again. The deactivated label is removed from the client name.

Workflows

  • No changes are made to workflow logic. The client name appears with a deactivated label in workflow nodes.

Workflows continue as usual. The deactivated label is removed from the client name.