Zoho Desk lets you remove call records in two stages: a soft delete to the Recycle Bin, and then permanent deletion if needed. This guide covers both methods, plus how to recover calls you've deleted by mistake.
Why this matters
You may need to delete calls to clean up your help desk, remove test records, or eliminate duplicate entries. Zoho Desk moves deleted calls to a Recycle Bin first, giving you a safety window to restore them before permanent removal. Understanding both deletion paths helps you avoid accidental data loss.
Step-by-step
Step 1. Delete a single call from its details page
Open the call you want to remove. Select the More icon in the header of the call details page, then click Delete. A confirmation dialog will appear—click Delete again to confirm. The call moves to your Recycle Bin and is no longer visible in your active call list.[1]
Step 2. Delete multiple calls at once
From the call list view, select the checkboxes next to the calls you want to remove. Click Delete from the mass actions menu. In the confirmation dialog, click Delete to proceed. All selected calls move to the Recycle Bin.[2]
Step 3. Permanently delete calls from the Recycle Bin
If you're certain you want to erase calls forever, go to Setup > Data Administration > Recycle Bin. From the dropdown at the top, select Calls. Check the calls you want to permanently remove, then click Delete in the upper-right corner. Click OK to confirm. Once deleted this way, the calls cannot be restored.[2]
Step 4. Restore a deleted call (if needed)
If you deleted a call by mistake, you can recover it before permanent deletion. Go to Setup > Data Administration > Recycle Bin and select Calls from the dropdown. Select the call(s) you want to restore and click Restore in the upper-right corner. Click Proceed to confirm. The call returns to your active list, and any associated tickets and contacts are also restored.[3]
Common pitfalls
Permanently deleted calls cannot be recovered—there is no undo after you confirm permanent deletion in the Recycle Bin. If you're unsure whether you need a call record, leave it in the Recycle Bin temporarily rather than deleting it permanently. Also note that restoring a call will also restore its associated records, so you may see linked tickets and contacts reappear in your help desk.[3]
What to check
- Verify the call no longer appears in your active call list after deletion.
- If you permanently deleted a call, confirm it's gone from the Recycle Bin and cannot be found via search.
- If you restored a call, check that related tickets and contacts are also present and correct.
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*This article is provided by Beam Help — independent expert support for Zoho. We are not official Zoho support.*