Deleting tickets

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42 Comments

  • Brett - Community Manager
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    Hi Melanie,

    You should be able to prevent your agents from viewing deleted tickets as mentioned in the following article: Enabling agents to delete tickets

    You can find this option under Admin>Settings>Tickets.

    Hope this helps!

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  • Hedda Klintskog
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    Hey!

    By using the API, is there anyway I can see when a soft deleted ticket were solved? By doing a search in the API, I can e.g. get all the tickets that were solved before today by adding "query: type:ticket solved<2019-07-26". The response of this doesn't include deleted ticket that were solved before today. Is there anyway I can find deleted ticket with the API  according to when they were solved?

     

    Thanks.

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  • Bryan - Community Manager
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    Hi Hedda. While not as flexible as Search, you can use the GET /api/v2/deleted_tickets.json endpoint to list deleted tickets. You can sort_by "deleted_at" and choose a "sort_order" of "desc" to get the most recent first.

    An alternative would be to monitor ticket update activity via one of the ticket incremental export APIs, but I'm guessing that is probably more than you would want to monitor and keep track of just for this use case. It sounds like using the deleted_tickets endpoint would be best.

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  • Hedda Klintskog
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    Thank for your answer!

    I have another question, I'm trying to bulk delete old tickets with the API and I have to many tickets to it with just one request. Therefore, I'm using a loop until all the tickets I want to delete are deleted. The problem is that the API seems to be too slow, because the same ticket can be deleted multiple times. Can this be because the API dosen't have to register the ticket as deleted before I try to delete it again? Do anyone know how long time the ticket needs the register a deleted ticket?

     

    Best regards

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

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  • Brett - Community Manager
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    Hey Krista,

    That depends on what you're using to report on First Reply Time. Explore/Insights have available metrics that will filter out Deleted tickets. If you're using the native reporting in the Support interface, this will include deleted tickets in your account.

    Let me know if that doesn't make sense :)

    Cheers!

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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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  • Nicole - Community Manager
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    Hi Mia - 

    When you permanently delete a ticket, it should remove it everywhere. If an end-user is still seeing it, they're likely looking at a cached page. The next time they refresh they should no longer be able to see those tickets. 

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