Viewing, recovering, and deleting suspended tickets

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11 Comments

  • Kylie Jutte

    Hello, 

    I can't see the suspended tickets in my views. According to my boss I have the same rights as my colleague who can see it. Do i need to add the suspended tickets to my views? if so, how can i do this?

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  • Juraj Jarmek

    Hello @...,

    We would need to take this into a ticket so we can take a closer look at your account to see what is going on.

    I will respond to you shortly in a ticket.

    0
  • Pooja Palan
    Zendesk Product Manager

    Hi Everyone,

    Thank you for all of your questions on this post. We love your feedback. If you have more product feedback on this topic, we'd like to hear from you!

    Please find some time to talk to our product directly at https://calendly.com/pooja-palan/30min?back=1&month=2021-08

    Thanks!

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  • Melissa Lindsey

    Is there any sort of identifier on tickets that have been recovered? It would be very helpful to be able to report on the volume of recovered tickets from the suspended queue. Thanks.

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  • Rad
    Zendesk Customer Care
    Hi Melissa,
     
    When recovering a deleted ticket no tag will be added as an identifier. You have an option to report on the number of deleted tickets that were recovered using the Ticket updates dataset. 
     
    Trust this helps.
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  • Andrew Thomas

    Our agents have noticed that recently the option to mass delete suspended tickets has been greyed out in the view. They were able to delete up to about 2 weeks ago, and now can't.

    I have an admin licence and have the ability to mass delete but the agents do not.

    Please can you advise if there has been a recent change to affect this, there is nothing above that indicates an agent can't mass delete. Thanks

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  • Vince Pineda

    If you deleted a suspended ticket, can you still recover it? or maybe a history of deleted suspended tickets?

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  • Dane Adriano
    Zendesk Customer Care

    Vince Pineda,

    Deleted suspended tickets cannot be recovered. 

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  • Dane Adriano
    Zendesk Customer Care
    @Andrew,
     
    Due to my delayed response, I want to know if you are still experiencing the issue. If you do, please contact us through Messaging and we'll gladly look into it. 
    0
  • Stephen Austin

    If I recover a ticket will that email address be recognised as safe and will prevent it from being suspended in future? Or will I have to manually add each address to the safe list?

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  • Josh
    Zendesk Customer Care
    Hi Stephen,
     
    Thank you for reaching out to us. If you recover a ticket from suspended queue, the system will recognize that the email is safe and will increase its score not to be suspended in the future.
     
    Best,
    0

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