Deleting tickets Follow

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6 comments

  • Avatar
    Jason Howard

    If you permanently delete a ticket forever, does it still factor into the "New Tickets" count in the reporting/analytics? 

  • Avatar
    Stephen Fusco

    Hello Jason, 

    That depends on which report you're looking at. The Reporting Overview does not filter out deleted tickets from its data set, whereas Insights does exclude deleted tickets. Their inclusion in the Reporting Overview can skew the data on reports available here. 

    Insights reports will always have the most accurate information. 

    Thanks for your question! 

  • Avatar
    Mark Vermaat (Edited )

    I go to delete some tickets once in a while and I get this message "We were unable to delete one or more tickets. Please try again later." No matter how long we wait every time we try to permanently delete the ticket we get this message.  What gets me, it is not all tickets...

    Any idea what might be causing this? 

  • Avatar
    Patrick Thompson (Edited )

    Mark,

    We're also having this issue. I spoke with ZenDesk support on Thursday, June 1 and they said:

    "our Development team are already working hard to resolve this, your report really helps us understand the scope of the problem. I will go ahead and mark this ticket as an incident related to the original problem so that you will receive an update once the issue is resolved."

    Hopefully they have it resolved soon. 

  • Avatar
    Mark Vermaat

    Thanks for that note Patrick.

    I will be submitting a case for this as well.   At least I am now aware it is not just us. :)

    Cheers.

  • Avatar
    Jessie Schutz

    Thanks for sharing that information, Patrick!

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