Deleting tickets

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23 Comments

  • Keith Warno

    Does deleting a ticket also delete any Satisfaction Rating submitted by the end-user via that ticket?

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  • Dave Dyson
    Satisfaction ratings are associated with the ticket they are about, so yes, deleting a ticket will also delete any satisfaction rating, comment or satisfaction reasons associated with that ticket.
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  • Glenn

    Hi there.

    Do deleted tickets count towards stats in the Agent Updates Dashboard?

    I ask as I was tracking my colleague's work during the day, and I noticed in my stats that I had solved three tickets for the day, yet I had only solved two. I had been testing the stats dashboard and there was a ticket I had created as a test and solved before deleting it completely, would this be it?

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  • Dave Dyson
    Hi Glenn, 
     
    Deleted tickets are excluded from Explore reports by default, so yes, they'd be excluded from the Agent Updates dashboard. If you want to report about ticket deletion events, use a query from the Ticket updates dataset using the Activity > Deletions metric.
     
    For more information, see Deleting tickets
     
     
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  • Glenn

    Hi Dave.

    Thanks, that makes sense. So in the example I mention above, that deleted ticket should not show in the solved ticket column? If so, then unsure why it showed as three solved tickets when it was only two not including that deleted ticket.

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  • Dave Dyson
    Hey Glenn -
     
    Are you still seeing this issue? I'm wondering if it just took some time for the Explore data up sync after the ticket was deleted. Alternately, you could use drill in to verify exactly which tickets were included in that total: Using drill in to refine your queries
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  • Gavin

    Is there a way to automate bulk-deletion?  We had an instagram integration import the entire history of the account (~15k tickets) and we did not want that to happen.  It will be clunky to work around those tickets when looking at metrics, so we'd like to delete them.

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  • Dane
    Zendesk Engineering
    @Gavin 
     
    There's definitely a way to delete ticket in Bulk. It will require the use of Bulk Delete Tickets API.
     
    Hope this helps!
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  • GrowthDot

    Hi Gavin. Yes, there is a way to delete tickets in bulk and create repetitive automation inside Zendesk in a simple way. You can try the GDPR Compliance app to create a target list of users or tickets to delete and add automation for a certain list for regular data processing.

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  • Oli

    I tried to leave this comment on the "Viewing and recovering deleted tickets" article, but was continually running into a 403 error telling me I didn't have permission, so I hope this is okay:

    I'm unclear on how we can find and view specific deleted tickets since they're removed from search results. Here is the scenario:

    We have a lot of deleted tickets. I need to review a ticket that was deleted, and I have the ticket's ID. I do not know if it was deleted within the last 30 days (and thus still available) or if it's been permanently removed already. The error message that you receive when trying to view a deleted ticket via direct URL is identical to the error message you receive when trying to view a permanently deleted ticket via URL.

    I cannot view the deleted ticket via its direct URL, and I cannot search for the ticket using its ID. It seems like the only way to actually find this ticket -- short of manually reviewing every page in the Deleted Tickets view -- is to try to restore the ticket via the API and see if I get an erroneous HTTP response. Is that correct?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Oli

     

    If they are no longer in the deleted ticket view then yes it's because it has been more than 30 days. You can still view the deleted tickets but not in the Support UI. You can use API to create a list of deleted tickets instead: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-deleted-tickets 

    Let me know if you have any follow-up questions!

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  • Sunniva Larsen

    Hi,

    Can customers/users delete their own tickets? I've submitted a ticket as a customer, but cannot find a way to delete this (from the customer point of view). 

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  • Gabriel
    Zendesk Customer Care
    Hello Sunniva,

    I hope all is well! End users can not delete their own tickets, this can only be performed by authorized agents in the account. 

    I hope this answers your question!
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  • Moises Morales

    Hello, 

     

    If I delete an organization, will the tickets assigned to it be deleted as well? If not, how could I link the (closed) orphaned tickets to a new organization? 

     

    Thanks.

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  • Dave Dyson
    Hi Moises -
     
    Deleting an organization will not delete any users that were in that organization, nor will it delete any tickets belonging to that organization. See Deleting an organization for some caveats.
     
    Closed tickets cannot be modified in any way, so their organization cannot be changed. One possible alternative solution would be to rename an obsolete organization (e.g., appending "-deleted" to the name). That way it will be clear to your agents that the organization is no longer in use, at least.
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  • Jen C

    How can I exclude Calls in Explore Reports for ZD TALK that were recorded on deleted tickets?

    The ticket ID is not included when I drill in, but the recorded calls are being included in my data for outgoing calls in my explore reports for ZD Talk.

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  • Suelem Oliveira
    Zendesk Customer Care
    Hi Jen!
    I have created a ticket for you so we can investigate these calls in your Explore report.
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  • McD_Lim Soo Kuan

    Hi, as part of GDPR compliance, we keep up to 1 year worth of tickets and intend to use the API to automated the purging process.

    But, we still want the historical statistic eg. ticket count trend over the years. Would the purging process result in the lost of all these statistic and hence, affect the reporting and trending? 

    Thanks!

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  • Anne Ronalter
    Zendesk Customer Care
    Hello,

    "Deleted tickets are excluded from most Explore reports by default. If you want to report on ticket deletion events, create a report in the Updates history dataset using the Activity > Deletions metric. SLA data from deleted tickets is also retained in the SLAs dataset. "

    More details can be found here:
    Permanently deleting a ticket
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  • Jainendra Mandavi

    When we delete ticket using the bulk delete API - https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#bulk-delete-tickets, does it gets permanently deleted or do we need to do something else to permanent delete tickets ?
    Also does bulk delete API has any rate limiting associated with it ?  

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jainendra,

    The bulk delete tickets API will soft delete tickets and to permanently delete them you need to follow it up with Delete multiple tickets permanently API

    Endpoints such as the Bulk Delete Tickets endpoint queue background jobs to do the work. You can have up to 30 queued or running jobs at once. If you exceed the limit, you will receive a "TooManyJobs" error. See: Job Limit.

    Hope this helps.

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  • Burim Ibrahimi

    Hello

    I understand there is an option to manually delete a ticket.
    However, it is a bit tricky when it comes to "deleting tickets for multiple users".

    We have a case scenario where we will be deleting a few users from zendesk.
    Deleting a user account - does not delete the ticket which then requires you to delete them manually.

    Question is: how do we bulk delete ALL TICKETS from various users?
    Just quickly tried to view a X user's tickets: of which majority ones are marked as closed.

    It allows me to select only the outstanding tickets but not the closed ones?
    We need to delete any possible tickets created by those users.

    How do we tackle this case?

    Thanks

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  • Joyce
    Zendesk Customer Care
    Hello Burim,
     
    You can use the Bulk Delete Tickets API endpoint to delete closed tickets or any tickets associated with a user you are deleting. Using this option means you are restricted to deleting 100 tickets at a time, however, if you have developer resources, the API can be leveraged in a script to run continuously in the background until all the tickets are deleted as well. 

    You can also visit the article How can I bulk delete closed tickets? for more information.
     
    Hope this helps!
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