Getting tickets of an old group displayed again

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5 Kommentare

  • Thomas de Silva
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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

    0
  • Kizilhan, Yasin
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    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

    1
  • Thomas de Silva
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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

     

    0
  • Kizilhan, Yasin
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    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.

     

    1
  • Jacob J Christensen
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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.

    1

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