Deleting tickets

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10 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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  • Gavin・ギャビン

    Is there a way to automate bulk-deletion?  We had an instagram integration import the entire history of the account (~15k tickets) and we did not want that to happen.  It will be clunky to work around those tickets when looking at metrics, so we'd like to delete them.

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  • Dane
    Zendesk Engineering
    @Gavin 
     
    There's definitely a way to delete ticket in Bulk. It will require the use of Bulk Delete Tickets API.
     
    Hope this helps!
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  • GrowthDot

    Hi Gavin. Yes, there is a way to delete tickets in bulk and create repetitive automation inside Zendesk in a simple way. You can try the GDPR Compliance app to create a target list of users or tickets to delete and add automation for a certain list for regular data processing.

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  • Moe

    I tried to leave this comment on the "Viewing and recovering deleted tickets" article, but was continually running into a 403 error telling me I didn't have permission, so I hope this is okay:

    I'm unclear on how we can find and view specific deleted tickets since they're removed from search results. Here is the scenario:

    We have a lot of deleted tickets. I need to review a ticket that was deleted, and I have the ticket's ID. I do not know if it was deleted within the last 30 days (and thus still available) or if it's been permanently removed already. The error message that you receive when trying to view a deleted ticket via direct URL is identical to the error message you receive when trying to view a permanently deleted ticket via URL.

    I cannot view the deleted ticket via its direct URL, and I cannot search for the ticket using its ID. It seems like the only way to actually find this ticket -- short of manually reviewing every page in the Deleted Tickets view -- is to try to restore the ticket via the API and see if I get an erroneous HTTP response. Is that correct?

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