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For IT: Stop support agents calling closed or canceled requests

For IT: Stop support agents calling closed or canceled requests

Support agents see phone numbers on closed or canceled requests, risking accidental outreach and unnecessary personal-data retention. IT clears phone fields when status flips to done or canceled, ensuring closed cases contain no contact numbers so agents avoid outreach.

For IT: Stop support agents calling closed or canceled requests

Overview

Closed support requests that still contain phone numbers create privacy and outreach risks for your organization. This IT workflow clears contact fields when tickets close, eliminating accidental calls and limiting personal-data retention while providing an audit trail for compliance.

Notable Features

  • Remove phone numbers on status change
  • Filter statuses before clearing phone
  • Log removals for audit trace

For IT: Stop support agents calling closed or canceled requests