Issue with AI Agents and GDPR Compliance

Hi,

I'm writing to regarding an urgent issue related to a GDPR non-compliance that exposes us to penalties and user issues.

The main problem is that AI Agents tickets cannot be edited either by admins, or with triggers/automations, and even with API calls, and if a user requests an account cancellation it remains blocked with this error:

"The user is registered as a requester for 1 ticket that is not yet closed"

So the automatic flow of account deletion is blocked, and we should always proceed with manual deletions, waiting for the automation to go on fire, but we have millions of users, and our team that handles these topics can't manually delete each user individually (with possible human errors).

We already opened a ticket with Zendesk Support, but it did not provide us with definitive solutions, just to edit the automation, and they said to open a post here to give a feedback to Zendesk Product team.

We edited the default Zendesk automation (the only one that works for ticket from chatbot AI) reducing the hours to change the ticket status from solved to closed, but this doesn't solve the problem.

We need to address this issue upstream:

regardless of the ticket status, the AI ticket absolutely must not be blocking for user account deletion.

We have been using the chatbot since 18/06/2026 and have already had 2 cases in a few tickets.

So, unfortunately, we had to turn off the AI ​​Agents chatbot because our Legal team wants to prevent further cases of GDPR non-compliance.

SOLUTION: 
The solution is to make tickets from the AI ​​chatbot editable like other Support tickets or at least allow users account deletion at any time, even if they have an ongoing ticket with the chatbot.