Deleting tickets

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6 Comments

  • Keith Warno

    Does deleting a ticket also delete any Satisfaction Rating submitted by the end-user via that ticket?

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  • Dave Dyson
    Zendesk Community Manager
    Satisfaction ratings are associated with the ticket they are about, so yes, deleting a ticket will also delete any satisfaction rating, comment or satisfaction reasons associated with that ticket.
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  • Glenn Ziliotto

    Hi there.

    Do deleted tickets count towards stats in the Agent Updates Dashboard?

    I ask as I was tracking my colleague's work during the day, and I noticed in my stats that I had solved three tickets for the day, yet I had only solved two. I had been testing the stats dashboard and there was a ticket I had created as a test and solved before deleting it completely, would this be it?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Glenn, 
     
    Deleted tickets are excluded from Explore reports by default, so yes, they'd be excluded from the Agent Updates dashboard. If you want to report about ticket deletion events, use a query from the Ticket updates dataset using the Activity > Deletions metric.
     
    For more information, see Deleting tickets
     
     
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  • Glenn Ziliotto

    Hi Dave.

    Thanks, that makes sense. So in the example I mention above, that deleted ticket should not show in the solved ticket column? If so, then unsure why it showed as three solved tickets when it was only two not including that deleted ticket.

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  • Dave Dyson
    Zendesk Community Manager
    Hey Glenn -
     
    Are you still seeing this issue? I'm wondering if it just took some time for the Explore data up sync after the ticket was deleted. Alternately, you could use drill in to verify exactly which tickets were included in that total: Using drill in to refine your queries
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