Forums/Documentation/Agent Guide

Deleting tickets

Anton de Young
posted this on April 06, 2012 13:58

Some support teams never delete tickets; they instead move them through their workflow to close them using an automation. You can however delete a ticket if you want. When you do, it is immediately deleted and cannot be recovered.

Zendesk Classic: The following procedure is not applicable to Zendesk Classic. To delete a ticket in Classic, select the ticket update option Delete ticket. Click OK in the warning, then click Submit.

To delete a ticket

  1. Open the ticket that you want to delete.
  2. Click Ticket options in the bottom toolbar, then select Delete.

    You'll be warned that the ticket will be permanently deleted.

  3. Click OK and the ticket is immediately deleted.

Deleting more than one ticket at a time

You can use a view to delete more than one ticket in a single step. See Bulk updating, deleting, and merging tickets.

 

Comments

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Andre Nadimi

We use gooddata for creating raports. Some time ago we deleted alot of tickets that we didn't want in our zendesk. How will this affect the reports.

If we have 1000 incoming tickets, and only 300 Solved. does this mean that the deleted tickets can in fact be the missing part of this equation?

What about suspended tickets? Same Effect?

September 26, 2012 00:26
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Justin Seymour
Zendesk

Hey Andre: 

Deleted tickets are automatically excluded in that data. If you recover your suspended tickets, they'll be included just as any other ticket would be. 

September 26, 2012 04:37
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David Kim
smartling

We're using GoodData for reporting.  We deleted a bunch of tickets in Zendesk last week.  GD is including those deleted tickets in reports.

I suppose it's a good thing for GoodData to have the data, even for deleted tickets - some organizations might want to use GD to report on ticket deletion metrics.  For us, however, we want to exclude the deleted tickets from GD reports. 

I tried a few things including using the Tag/Ticket Deleted Flag" filter but it didn't make a difference...maybe it doesn't do what it sounds like.

I didn't find an answer in their documentation.  Perhaps the solution is to overwrite data that GD uses as the source.  I emailed GD Support for guidance.

December 04, 2012 08:42
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David Kim
smartling

Below is GoodData's response.  I'll be trying it out, hopefully all goes well.

=====

The issue here is that we recently switched some Zendesk projects from being updated via CSV exports to updates via the new Zendesk API. The API only sends us incremental data, rather than a full load, and this has introduced a new ticket status: Deleted.

The workaround here is to modify one of the core metrics in the project: # Tickets.

If you click the Manage link on top and select the "Metrics" link on the left, this will open a page of all the project's metrics. You can click the folder called "Tickets" to limit the metrics shown. Click the "# Tickets" metric to open its properties page. You will need to modify this metric slightly. Since this metric is used as a builder in other metrics, this should fix things.

SELECT COUNT(Ticket ID, Tagged Ticket ID)

You will need to modify this slightly. To modify it, click the "Manage" link at the top, then on the left side select "Metrics." This will produce a list of all metrics in the project. From here, click the # Tickets metric to open the properties page and you can edit this. Since this is a base metric that is used to build other metrics, changing this one should be enough. The modification should look like this:

SELECT COUNT(Ticket ID, Tagged Ticket ID) WHERE Status <> Deleted

When using the metric editor, you unfortunately cannot simply just type this stuff in. All database objects need to be selected from the pick list on the right of the editor. This color-coded guide should help you find things:

Ticket ID >> Purple >> Attributes > Tickets
Tagged Ticket ID >> Purple >> Attributes > Tags

Status >> Purple >> Attributes > Tickets
Deleted >> Orange >> Attribute Values > Tickets > Status

Once this change is made and your project has had a chance to update, then your deleted tickets will not be represented in your reports.

December 04, 2012 08:57
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Justin Seymour
Zendesk

Hey David: 

Thanks for update and sharing your response! 

December 04, 2012 11:06
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Jennifer Rowe
Zendesk

Yes, David, thanks so much for sharing this info! Super helpful. Will you report back and let us know if it works? If so, it'd be great to post the solution as a tip in our Community tips forum, and I can add a link in the docs to the tip. Good luck! Thanks!

December 04, 2012 12:44
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David Kim
smartling

It worked as expected - success!  Our deleted tickets are not in reports.

December 06, 2012 03:51
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Justin Seymour
Zendesk

Thanks again for keeping is updated, David! 

December 06, 2012 04:55
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Mathias Bucht

Is there any way to disable deleting of tickets ?

April 09, 2013 04:09
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Brandon K.
Zendesk

Hello Mathias,

Yes, if you are on the Starter, Regular, or Plus plan you can disable the ability for your agents to delete tickets by going to Manage > Settings > Agents and unselecting 'Agents can delete tickets' in the Ticket deletion section. If you are on Enterprise, you can enable or disable 'Can delete tickets' on each specific role that you create. Note that administrators will have the ability to delete tickets regardless of these settings.


April 22, 2013 09:49
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Collin Vine
zirtualinc

Hi Brandon,

I'm using Lotus but am not seeing it as an option to disable Agents from deleting tickets. Is this option available on the new Zendesk?

May 16, 2013 14:14
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Brandon K.
Zendesk

Hello Collinvine,

This is available on both interfaces for any administrator or the account owner. Do you think you could post a screenshot of what you are seeing or let me know the subdomain of your account so I can take a look myself?

May 16, 2013 17:47
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Collin Vine
zirtualinc

It turns out that I had a support question submitted and the agent working on my case bumped our account from Plus to Enterprise. When I went to change the settings from Settings>Agents, the option wasn't there. 

My account's been pushed back down to Plus, and all is good.

Thanks!

May 17, 2013 09:43
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Brandon K.
Zendesk

Thanks for the update! I'm glad everything is working for you now.

May 17, 2013 11:54
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Jane Rickit

HI there. I wondered if you might help us - we are using the forums functionality of Zendesk but didn't warm to the support ticket part. Might return to it, but in the meantime, it's gathered some 13K emails as unsolved tickets. How can I delete all of them in one go? I can only delete 15 at a time using the delete function and it might take me some time. Thanks!

October 02, 2013 05:28
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Ingmar Zahorsky
Zendesk

I am afraid that there is not way via the interface to delete larger number of tickets than the number contained in a view. You would have to rely on the API to delete tickets. You can find our docs to help you started here:
http://developer.zendesk.com/documentation/rest_api/tickets.html

 

October 06, 2013 04:55
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Sean Choi

Hi, is there any possible to restore back the ticket if i accidentally deleted the ticket.? (my bad :(... )

January 04, 2014 02:27
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Laura D.
Zendesk

Hi Sean, 

No, we don't have a way to restore tickets. That said, let me create a ticket with our Support team to see if there's any information we can help you get about the ticket. 

January 06, 2014 11:02
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Ankica Barisic
Is there option to prevent everyone, including administrators, to delete ticket. Our policy is to not delete ticket ever and we dont want 'accidence' in any case
February 26, 2014 00:32
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Emily
Zendesk

Hi Ankica, 

Starter, Regular and Plus accounts can manage ticket deletion permission at Settings > Agents > Ticket Deletion. 

Enterprise accounts can build custom agent roles with or without that permission.

February 28, 2014 09:51