Viewing and recovering deleted tickets

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21 Comments

  • 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?

    0
  • 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

    0
  • Jessie - Community Manager

    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. :)

    1
  • Storm Arthur

    Sorting of columns in this view doesn't work.

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  • 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

    1
  • Storm Arthur

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

    0
  • 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.

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  • 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?

    0
  • 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)

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  • 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?

    1
  • Storm Arthur

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

    0
  • Ali Ayaz

    Thanks Storm.

    I must have missed that note :)

    0
  • Andrew Mills

    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...

    2
  • 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)

     

    3
  • Joshua Riley

    Is there a possibility to recover a ticket except for the attachments or recover only certain parts. Some clients have requested tickets with attached IP, would be great to keep the ticket except the attachments. 

    1
  • Jessie - Community Manager

    Hi Joshua! Welcome to the Community!

    Recovering deleted tickets is an all-or-nothing scenario; there's no way to select which parts you want to keep.

    However, I think there's another solution that would work for you. Our Ticket Redaction App allows you to redact strings of text and attachments from tickets so they're no longer visible. Redaction events show up in the ticket's audit log, too, so you'll be able to see that something was removed.

    Hope that helps! 

    0
  • Alan Byrne

    Hi,

    We are in a position where we would like to know that a ticket has been deleted or reinstated.  It appears that triggers do not allow you to refer to a status of 'deleted'.  If I set up a trigger to fire when the status changes, it does not fire when a ticket is reinstated.  I can see in the event history that the status changed from deleted to open, but the trigger does not fire.

    Is there any way to detect in a trigger that a deletion or reinstatement has occurred?

    0
  • Mason Snyder

    I would like to +1 both Andrew Mills and Ali Ayaz's comments above regarding the ability to see the contents of Deleted ticket before choosing to either permanently delete them or restore them. The problem I see is that I can only view the subject of the ticket and when determining if it is garbage or actually a mistaken deletion my only option is to restore it. However, this is problematic when dealing with a large queue of issues.

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  • Richard

    Is it possible to search only the deleted tickets by ticket content?  I am trying to find a specific deleted ticket to restore but when I search I don't have a status 'deleted' as an option and entering it manually as a search parameter gives no results.   

    0
  • Nicole - Community Manager

    Hi Richard - 

    What you'll need to do is go into your "deleted tickets" view and search through the subject lines. The content is not searchable on deleted tickets. 

    0

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