Managing deleted tickets Follow

Comments

32 comments

  • Avatar
    Mackenzie Knight

    This is great! Does this work for suspended tickets as well?

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    Carsten Falborg

    Hi Mackenzie

    Suspended tickets is deleted after 14 days if no one reviews it: https://support.zendesk.com/hc/en-us/articles/203663246-Managing-suspended-tickets-and-spam#topic_vpr_1sp_nj 

    If the "deleted" suspended tickets ends up in the new "deleted tickets trashcan" i don't know.

    Zendesk: Well done - This is a great addition in securing our data!

  • Avatar
    Storm Arthur

    Thankful this feature was released but taking over four years to roll it out was just silly in my opinion.

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    Ali Ayaz

    I would also be interested in knowing what would happen to the suspended tickets now? Would they be permanently deleted after 14 days or would they end up in the "Deleted Tickets" view after 14 days?

    Thank you.

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    Jeremiah Fulbright

    Is it possible to disable this new view?

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    Greg Pope

    I like the new view but determining if the ticket was deleted maliciously or in error is cumbersome (select the ticket(s), restore the ticket, find the ticket, view the ticket, probably delete the ticket again). It would be much easier to use if we were able to hover over the ticket subject to view a summary like we can in the other views.

  • Avatar
    Jonathan March

    We don't have this available yet, but from @Greg's comment above:

    > It would be much easier to use if we were able to hover over the ticket subject to view a summary like we can in the other views.

    Absolutely!!! Please don't have this be a crippled view like Suspended Tickets!

  • Avatar
    Ali Ayaz

    +1 to Jonathan and Greg.

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    Andrea C

    Echoing Jeremiah's question ... is it possible to disable or remove this view from the sidebar?

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    Simon van de Westerlo

    @ Andrea and Jeremiah, I found a setting for this in the user roles so you can disable the function there for some type of users.

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    Jim Stratton

    I would also like to be able to disable display of that view for everyone including administrators, since the number of views that can be displayed is still being artificially restricted.

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    Abbey Neumann

    It looks like the ability to hover over a case for a preview in all views has also changed? You now have to hover over the status only instead of being able to hover over the subject as well. Was this an intentional change? Hovering over the subject is much easier since it's a larger space rather than the tiny little status icon.

  • Avatar
    Sebastiaan Wijchers (Edited )

    @Mackenzie & @Ali:

    As far as I can see this doesn't apply to suspended tickets. At least not those that you actively delete.

    What does show up (besides regular deleted tickets) are tickets that you mark as spam.

    @Max:

    Will the API be available/documented? Don't have a use case yet, but it might be interesting for my Shredder app in the future.

    Anyway, I like this addition!

     

    Edit:

    For the people that were wondering (at least I was); when you permanently delete a ticket from this view, it will show up in the audit log. Which I'm happy with of course.

  • Avatar
    Jonathan March

    > It looks like the ability to hover over a case for a preview in all views has also changed? You now have to hover over the status only instead of being able to hover over the subject as well. Was this an intentional change? Hovering over the subject is much easier since it's a larger space rather than the tiny little status icon.

    Off topic here, but I agree completely with Abbey on this.

  • Avatar
    Jonathan March

    I can now see "Deleted Tickets" view. Not only does hover not work, but there seems to be no way to look at one of these short of undeleting it. Is that in the interest of protecting from malware? I'm not sure that works.

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    Storm Arthur

    It is impossible to sort the columns in this view

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    Liz Rosen

    Please change default sort order to descending.  

    +1 to Storm's comment - I can click on the column header for "deleted" and then see "Reset sort order" appear at the top, but the sort order doesn't change.  I'd like to change this and hopefully have it stay to permanently (for all agents) sort with the most recently deleted tickets first.  It's silly to have to move to the last page each time when we're usually looking for something that just got deleted. 

  • Avatar
    Liz Rosen

    The settings to disable the deleted ticket view are tied to the ability to delete tickets - unless I'm reading the setting incorrectly.  This seems odd.  As an admin, I like my agents to be able to delete tickets without asking for permission, however, IMO, not everyone should be able to see who deleted tickets or be able to un-delete them, so I would love to see these two things uncoupled.

    Similarly, it would be nice to have the ability to hide the view from agents who don't wish to see it - several have expressed that the red is distracting.

  • its not showing for my account .. should i wait for the end of day ? so i can see it. 

     

  • Avatar
    Chris Alfaro

    Same here. Waited until EOD of the 10th. and no-go.

    Sub: sikkasoft

    Thanks.

  • Avatar
    Max McCal

    Hey, everyone - 

    Lots of great feedback here. I haven't chimed in to address any of it yet (I will soon!) because we were working to fix some bugs. Those have been addressed, and we're starting the roll out again now. It will be complete by end-of-week unless there is another issue. 

    Thank you all for taking the time to comment, I'll be back to ask questions and give you all an update soon.

  • Avatar
    Jonathan March

    Thanks, Max. Please be sure that any significant changes (and surely these are) are listed in the weekly release notes. </nag>

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    Darryl Kinsey

    I don't want my agents to access this. It's an unnecessary field clogging up their screens. If I want to access it as Owner then I should be able to.

    How do I remove it from the default views? This has been asked several times and I can't see that anyone has been responded to? I want my agents to be able to delete tickets but the view is unnecessary to us

  • Avatar
    Storm Arthur

    Please can we have it so that if you delete suspended tickets, it lands up in the Deleted tickets view. It just makes sense for this to happen.

  • Avatar
    Max McCal

    Hey, all -

    This will be a pretty wordy update, but there is a ton to respond to here. First off, this has been rolled out to every account as of yesterday. We held off until we solved a bug which was affecting views, and that's been sorted out.

    This coming Thursday (October 20th) sorting by column will be enabled. This was a bug, not an oversight. We've just completed testing, and it will roll out with our regular deploys.

    We'll work on bringing a hover option into this view next. Should not take long in the grand scheme, but will be at least a few weeks.

    Regarding Suspended Tickets, they do not show up at the moment. Having them appear in this view would be a bit more work (they aren't actually tickets, so they aren't deleted in the same fashion), but we'll look into it in some future update. I don't have a time frame for this. 

    We have not at this time documented an API for this. It is something we can look into, but there would be some work necessary to get it in line with our existing APIs.

    It seems like there is some additional concern about the granularity of permissions and the ability to hide this view. We have some thoughts on this topic, but I'd like to know more before making a short-sighted decision. First and foremost, this view doesn't take up one of the allowed slots for views, so there's no worry about that. It's fixed in place and unique. I could speak at length about wanting to improve the ability to sort, pick, and choose the views you want to see in that pane, but I'll try to keep this to questions about this specific view. More to come on this.

    • Why are you asking to hide it?
    • Do you want to hide this from all users, or just some?
    • How do you see the relationship between the ability to delete and the ability to view deleted tickets?
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    Jonathan March

    Thanks, Max. I know we're not the target of these questions, but FTR: we don't need to hide, just want to be able to easily review / sanity-check deleted tickets.

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    Liz Rosen

    Agree with Jonathan, but here's a longer winded response to your bullets:

    • Why are you asking to hide it? <<Because my agents feel that it's distracting to see it in red with the number growing, like they need to do something about it.>>

    • Do you want to hide this from all users, or just some? <<At a minimum, I'd like to hide it from Agents, but not Admins.>>

    • How do you see the relationship between the ability to delete and the ability to view deleted tickets? <<I feel that all agents should be able to delete tickets because we do get a number of spam-like emails to our support address that we prefer to delete as opposed to solving, however I feel it's more of a managerial function to QA what got deleted, or 'fix' a mistake that someone made. At the chance of sounding like a micro-manager, I kind of want my agents to have to 'fess up and ask for something to be un-deleted. Another reason for this request is that when tickets are deleted in error, I often send an email to the team reminding them of about X or Y scenario, and I don't need all agents running to the deleted queue to see who made the mistake that prompted my email.>>

    Looking forward to sorting! Thanks!

  • Avatar
    Antti Rajakangas

    Hi There,

    I would like this view disable as well because we only delete tickets that contain sensitive information (Such as full Credit card information) that we cannot have accessible to anyone on the system. This has created an unnecessary extra step to delete tickets plus in theory gives multiple people access to restore them if they so choose. I know we can restrict who has access but I would prefer tickets that we want to delete to be deleted without having to go through them again.

    For our business specifically, there is no need for this view, even if I can see how others would find it very beneficial.


    Thanks,

    Antti

  • Avatar
    Darryl Kinsey
    • Why are you asking to hide it?
      1: It's an unnecessary distraction to my agents. It should be an option rather than forcing it on all accounts.
      2: We have no need for it to be as a primary view. Deleted tickets are unwanted tickets. We have the email for reference if need be. It's always been behind the scenes and this has worked fine for us. 

    • Do you want to hide this from all users, or just some?
      I want the option to hide it from view altogether. I am happy for it to be viewed through the admin menu as it used to be.

    • How do you see the relationship between the ability to delete and the ability to view deleted tickets?
      The role should still allow the option to delete tickets. It shouldn't require a mandatory view. I don't expect our agents to be able to see Deleted tickets at all. Admin or Owner is fine
  • Avatar
    Olga Iliopoulos

    For our business the same reasons as Darryl and Liz apply.

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