Deleting tickets

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43 Comments

  • Mark Vermaat
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    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? 

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  • Jesi Owens
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    Is it possible to delete a ticket but keep some of the fields for reporting purposes? We have to delete mentions of a user in the comments but the fields have info we'd like to preserve. Thanks!

    1
  • Jason Howard
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    If you permanently delete a ticket forever, does it still factor into the "New Tickets" count in the reporting/analytics? 

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  • Tom B
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    Hi, 

    Is there an automated way of deleting tickets? We'd like to delete all tickets more than x days old, but going through and bulk updating the tickets is quite a laborious process. Could it be added as an automation for example?

     

    Thanks

    Tom

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  • Jesse Sarkis
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    Will deleting a ticket also delete any associated follow up tickets? 

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  • Sarah Buck
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    I'd like to make a suggestion if it hasn't been made already. 
    *Permanently Deleting a ticket retains the Tag information 

    My company is GDPR compliant and we also perform ticket and user deletion upon request from a user in any country. While ensuring our Zendesk Support was compliant with this process, we found the process to be more difficult than needed at this time. We understand this to be a new process for everyone and hope to see vast improvements with Zendesk Support processes for this.
    I even worked with Zendesk Support and they told me to comment in the forums to ensure our suggestions were seen. They agreed the processes aren't where they could be and there is room for improvement. 

    We ideally wanted to use Permanently Deleting tickets as a method to rid of all PII. (on top of user deleting) However, although a handful of data is still retained, you cannot properly continue reporting on these tickets.

    Our company, as I'm sure others do, like to report on what tickets were about for a given time frame (e.g. how many tickets were about GDPR requests in June). We use the Tags field to keep track of what a ticket was about. We are then able to run reports manually or automatically based on tags for a given timeframe. Permanently Deleting tickets does not save the Tags field. There is no other way to report on this information. (that we have found) 

    We are resorting to the Ticket Redaction App which unfortunately is extremely manual and only works about 50% of the time. 

    If the deletion tool would keep the Tags field when permanently deleting a ticket, we could still know "how many tickets were about GDPR requests in June" or " how many questions we got about messaging last week". Tags are not personally identifiable. 

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  • Sebastiaan Wijchers
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    The article states:

    Explore: Deleted tickets are excluded from Explore reports by default. If you want to report about deleted tickets, use a query from the Ticket updates dataset using the Activity > Deletions dataset.

    This seems to be incorrect. When a ticket is soft deleted, it's removed from the 'Ticket updates' dataset as well. Only when you restore the (soft) deleted ticket, it will show up again and you can report about it's deletion. 

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  • Megan Romero
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    If I delete a ticket, will it be deleted from Insights reporting? Or will it still be accessible in Insights and/or counted in Insights?

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  • Krista Shaver
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    Does deleting a ticket without responding, count against your first time reply?

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  • Jessie Schutz
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    Hey Tom!

    There isn't any way to set this up via automation, but we have endpoints in our API that would allow you to delete your tickets in bulk. You can find those endpoints here.

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  • Bryan - Community Manager
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    Hello Hedda Klintskog -- no problem on the delay ;-)

    There are a couple of things that are impacting your solution. The first that you found out is that the Search API now limits its result set to 1000. Details are here for that: New Search API Result Limits 

    The second is that search's reindex process can take several minutes -- it's usually fairly quick, but there's no guarantees. That is mentioned here:

    "Note: It can take up to a few minutes for new tickets, users, and other resources to be indexed for search. If new resources don't appear in your search results, wait a few minutes and try again."

    Regarding your solution, it sounds like extending the delay may find the records you're looking for. There's also a community comment here that talks about segmenting search results by time (sort of a pseudo paging approach) that might be interesting to consider.

    You may also want to look in the Apps marketplace for existing "delete tickets" solutions that might meet your needs.

    Hope this helps!

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  • Jessie Schutz
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    Hey Nicole!

    I'm not an API expert, but I believe you can use the API search to pull a list of ticket IDs based on the criteria you specify, and then use the delete tickets endpoint with those ticket IDs. You can find the API search endpoints here!

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  • Bryan - Community Manager
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    Hi Hedda -- can you confirm that you're using the DELETE /api/v2/tickets/destroy_many.json?ids={ids} API? It allows more than one ticket to be deleted at a time.

    I'm not sure what's meant by the "because the same ticket can be deleted multiple times" comment -- can you clarify this, too? If you have a simplified script or pseudo code, feel free to share and we can talk about that. Thanks!

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  • Julian Lasser
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    Hi everyone,

    This is more of a strategic question than a technical one: What's better when dealing with spam-created tickets? to delete them or to solve/close them immediately (like with a trigger/some automatic way) and tag them so they can be filtered out later in reports?

    Your reporting should be more accurate b/c these tickets are moved to the deleted ticket dataset and should not affect numbers in Explore. You also avoid adding filters to remove them from your final report.

    I'm inclined to delete them but wanted to be sure there's no side effect or other consideration to take into account before taking that route.

    Thanks,

    Julian

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  • Mathias Stjernström
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    From what I understand we cannot delete tickets based on triggers och automation, this is far from ideal from an GDPR perspective. Are you discussion/working on anything to help us customers with the GDPR process?

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  • Stephen Fusco
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    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! 

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  • Melanie Boudib
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    Hi all,

    Is there a way to restrict an agent to be able to delete tickets, but NOT delete them permanently form the 'Deleted Tickets' view?

    Thanks.

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  • Mark Vermaat
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    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.

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  • Hedda Klintskog
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    Hi Bryan, and sorry for the really late response. I must of forgotten to answer you and I haven't been working with ticket deletion again until now. I still have the same problem: when i try to do multiple search requests followed by delete requests, the tickets dosen't respond the way I expect them to. In my code, I'm first finding the right tickets with a search request, saving the ids of these tickets and then deleting them with a destroy_many request.

    For example, if I try to delete 5000 tickets, the first search request respond with a list of 1000 tickets that I can delete. But the following search requests often only responds with 600-800 tickets. I tried with delays, and that helped a bit. I'm therefore wondering how long delay i should use? And is there any other way to solve this problem? I'm guessing the problem is that the API dons't have enough time to update the lists of tickets after the deletion. 


    My attempt to write pseudo code:

    while theres still tickets to delete:

      url = 'https:/domain.zendesk.com/api/v2/search.json?' + urlencode(params)
      response = session.get(url)
      list_of_all_tickets.append(result_from_search_request)
      time.sleep(x) #I'm looking for the right x to put here! I'm using 120 seconds right now
     
    This is probably a messy explanation, my question is really if I need to use delays when I'm bulk deleting tickets multiple times.
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  • Jessie Schutz
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    Hi Megan!

    Per this article, deleted tickets are automatically excluded from Insights reports. Just bear in mind that your numbers won't change immediately...Insights will need to sync again before newly deleted tickets will be reflected in your reporting.

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  • Diogo Maciel
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    Hi Jesi,

     

    As stated in the disclaimer displayed when installing the app, Zendesk Labs is reserved for experimental software applications that are in various stages of development. These Apps may change, break, or disappear at any time. The Apps are meant to be open-source experimental creations that showcase and deliver applications created by our community and our employees.

     

    While Zendesk does not officially support the Apps themselves, their respective developers are sometimes able to accommodate feature requests and bug fixes. The appropriate channel for these requests is via a GitHub issue in the application's repository. To create a GitHub issue, navigate to Zendesk Labs and follow the instructions found here.

     

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  • Mia Jonson
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    Hi!

    Why does our end users see the tickets we have permanent deleted?

    This is a big problem because we have a lot of test tickets that we want to get rid of before we go live next week.

    How can we delete them from all views in the system?

    // Mia

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  • Gareth
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    If I delete a users ticket do they know its been deleted?

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  • Bianca Duma
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    Hi! 

    In relation to GDPR, it would be very useful for us if we could delete the attachments only.

    On your informative document about GDPR it says that this can only be done by deleting the whole ticket, however, that is not ideal, as it is important for us to keep track of the previous conversation we had with the customers. 

    Is this something that might be implemented in the near future? Or if not, at least the possibility to delete just the email containing the attachments and not the entire thread?

    Thank you! 

     

     

     

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  • Jesi Owens
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    Hi, and thanks for the suggestions. I just tested the Ticket Redaction App and it's working well for intra-thread text. 

    However, for anything we need to remove from a field or subject line, the historic data still shows when you swap from "Conversations" to "Events" view. In the attached pic, I made a fake ticket for "Freddie Mercury". While his name was redacted successfully in the ticket, his profile
    id and his name mention in the subj line remain. Do you have any solves for this? : 

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  • Julian Lasser
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    I understand that permanently deleting a ticket will not remove that ticket number from the ticket count as that sole piece of information will be saved as a record. Is there anything that can be done to reset the ticket counter to the previous value before a spam attack of 3,500 emails (and therefore new tickets)?

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  • Jessie Schutz
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    Hi Mathias!

    I'd recommend contacting us at privacy@zendesk.com; they'll be able to give you a more detailed answer that what we're able to do here in the Community. If you haven't already, you should also check out our GDPR microsite: https://www.zendesk.com/company/customers-partners/eu-data-protection/

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  • Nicole Infiesta
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    Jessie, in regards to your last comment about deleting via the API, it looks like you need to have the list of ticket ids and its max 100 at a time.  Is there no way to easy configure deletion based on certain criteria (ex, tickets in a certain brand that were closed >30days in the past?)

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  • C Jonathan Archer
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    Hello,

    About permanently deleting tickets, in the policies you outline that backup data is stored? https://www.zendesk.com/company/policies-procedures/regional-data-hosting-policy/

    If a ticket was backed up and then is permanently deleted, it would still exist in a backup for some amount of time.

    What is the backup overwrite period, where a permanently deleted ticket is completely gone? Or will there always be a copy in the backups?

    This is not a question about if you let the end user recover it, but if the data is still stored somewhere by Zendesk

    Thank you.

    Regards,

    Jon

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  • Jessie Schutz
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    Thanks for sharing that information, Patrick!

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