Viewing and recovering deleted tickets Follow

Comments

15 comments

  • Avatar
    Heather R

    Thank you for this, but just as in Suspended Tickets view, we would like the ability to set permissions on who can see these types of views.

    Will this Deleted tickets view be available to all agents or can we change the view's permissions?

  • Avatar
    Chris McLaughlin

    Is this a new default setting for all Agents to see the Deleted Tickets list at the bottom of the standard Views?  (I don't remember seeing it there last week...)

    Thanks,

    Chris

  • Avatar
    Jessie Schutz

    Hey guys!

    In the Viewing Deleted Tickets section above, it specifies that if a user doesn't have permission to delete a ticket, they will not be able to access the Deleted Tickets view. So if your users are allowed to delete, they'll see the view. Otherwise, no. :)

  • Avatar
    Storm Arthur

    Sorting of columns in this view doesn't work.

  • Avatar
    Raoul de Grunt

    Hello all,

    We found a serious issue with the 'Deleted Tickets' view. It shows all deleted tickets, also those that the engineer has no rights to view (as they do not have rights to that group). As our Management Assistants are in Zendesk as well this cause our engineers to be able to see confidential, private, emails. Albeit, only the Subject, but that can already be confidential.

    As it is possible to specifically hide the 'Deleted Tickets' view in the Roles, we have done that without removing the Delete rights themselves.

    We are reporting this issue to Zendesk Support and our account manager, but posted for everyone here as well.

    Kind regards,

    Raoul de Grunt

  • Avatar
    Storm Arthur

    This is why you need to put these kind of features in BETA for feedback for an extended period. 

  • Avatar
    Nate

    Can you please not show "Deleted Tickets" view in red. The red implies I need to take an action or requires my attention. This is not the case for Deleted Tickets.

  • Avatar
    Nicky Clark

    Agreed, the red makes it look like an action is required and is very distracting.

    It's also very frustrating that we're unable to remove this from our views - I understand why a lot of people wanted this view, but it's not necessary for us. Is there a reason it can't be removed the same way any other view can be?

  • Avatar
    Chris McLaughlin

    I found the switch to toggle the visibility of this View for your Agents.

    Under People > Roles > Edit, there's a checkbox for Can Delete Tickets and another for Can View Deleted Tickets.  If you toggle those off, your Agents associated with that Role shouldn't be able to see the Deleted Tickets view, or individual Deleted Tickets, either.  (see below)

  • Avatar
    Ali Ayaz

    Hi,

    Is anyone able to "sort" the deleted tickets view? I don't think the sorting is working at all - regardless of the column that you sort, regardless of the order (ascending/descending).

    Can anyone else also confirm this please?

  • Avatar
    Storm Arthur

    @Ali -> they have acknowledged this bug and will be fixing it soon

  • Avatar
    Ali Ayaz

    Thanks Storm.

    I must have missed that note :)

  • Avatar
    Andrew J

    Some preview of the ticket on hover would be mighty useful - otherwise if the subject is unclear, our only option is to recover and go looking for it...

  • Avatar
    Ali Ayaz

    +1 to Andrew's above comment.

    Definitely a "hover over preview" would be really useful.

    The better option (ideally) would be if we can get the deleted tickets to be viewed the same way we can with the suspended tix (i.e. click on the ticket and it opens up the ticket in a lightbox)

     

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