• Thomas de Silva

  • 7. August 2019 09:41

  Community Moderator

  Hi Yasin.

   

  Are there any other unique identifiers on these tickets to help identify them? Tags, text strings etc.?

   

  #helpsome regards,
  Thomas de Silva
  Zendesk Consultant @ helphouse.io

• Kizilhan, Yasin

  • 8. August 2019 09:24

  Hi Thomas,

  there's nothing that applies to all tickets.
  But most of them belong to a form which is currently still in use.

  How could this help?

  Kind regards

• Thomas de Silva

  • 8. August 2019 09:45

  Community Moderator

  Hi again.

  You can create a view that show all tickets with status closed and where this form is used. I don't know if this is helpful? In columns show group. Then you are able to see tickets with no group and see if you get the wanted tickets.

  #helpsome regards,
  Thomas de Silva
  Zendesk Consultant @ helphouse.io

   

• Kizilhan, Yasin

  • 8. August 2019 09:55

  Hello again.

  Thanks for the suggestion, but unfortunately it doesn't help us.
  I am admin, so I see all tickets anyway. It's about the agents who can't see these older tickets because they don't have access to the already deleted group.
  If I were to build a view now where those tickets would appear, my agents would still not be able to see those tickets.
  Since the tickets are already closed, I can't change them afterwards.

  For my agents, these tickets are no longer available.

   

• Jacob J Christensen - Cloudhuset A/S

  • 8. August 2019 12:49

  Community Moderator

  Hi Yasin,

  I'm afraid there's no quick fix for your issue as I see it.
  As you say, once a ticket is closed it can no longer be edited and the deletion of a group is irreversible, so there's not much you can do for your agents when you don't want to grant them permissions for all tickets.

  You may consider exporting the tickets I assume you could re-import the tickets into Zendesk, but I've never tried that. 

  I hope that helps you out somewhat.

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