Getting tickets of an old group displayed again
BeantwortetHello dear Community, we have deleted an old group (in our Professional Plan) and now have the problem that agents, tickets from this group can no longer see because they no longer belong to the deleted group.
Does anyone have any idea how agents can see the already closed tickets?
We can't make all agents admins. We also can't give all agents permissions to all tickets.
Kind regarts
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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 -
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
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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 -
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.
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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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