Delete Article as a Customer User


  • Used Zammad version: 6.0.0
  • Used Zammad installation type: (docker-compose)
  • Operating system: Ubuntu 20.04
  • Browser + version: Chrome 116.0.5845.187 (Official Build) (64-bit)

A customer type user has following permissions:

ticket.agent, ticket.customer

The user can create a ticket and add articles.

However, when the same user needs to delete the article, it returns “error”: “Not authorized (agent permission required)!”,

Can you guide us, which specific permission is required to delete the article (as a customer user).

Also if you can point us to the API documentation of Deleting article, that’d be great.

Expected behavior:

  • The article should be deleted.

Actual behavior:

  • API returns “error”: “Not authorized (agent permission required)!”,

Steps to reproduce the behavior:

  • Create a User (Customer type) from API.
  • Generate a Token for that user with permissions (ticket.agent, ticket.customer)
  • Create Ticket
  • Add Article
  • Delete Article (Doesn’t work as expected)

Appreciate your help on this.

Muhammad Ali

The API does not allow removing articles but tickets:

Users cannot remove articles of type communication.
The article your customer creates within a ticket of either web, email or phone depending on the way the ticket is being created.

This all are communication articles and thus may not be removed.
Removing articles of type note (as long as they’re not configured as communication artcile) is available to agents within 10 minutes (default value) only. This behaves as designed.

If you believe this should be improved, search this forum for existing feature requests and if you couldn’t find one create one by using the template provided: