53 Comments

  • Jason
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    I do not know how to use the API, so this feature would be useful for me as well. 

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  • Caspar Hardholt
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    I'm curious as well. Can we expect new functionality to (automatically) bulk delete closed tickets so we (your Zendesk's clients) can comply with the GDPR legislation?

    If not, then I have to move certain parts of our communication out of Zendesk.

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  • Katie Lam
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    @Casper Hardholt. We have been trying to get an answer from Zendesk about bulk deleting of closed tickets for months but we don't seem to be able to get an answer at all. Very disappointing tbh. 

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  • Caspar Hardholt
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    Thanks Katie, that's disappointing to hear indeed... And it also surprises me... Hopefully we'll get more info soon!

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  • Katie Lam
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    Think everyone on this thread is disappointed to hear that Zendesk haven't added this functionality, it makes it very difficult for us, and having to delete each closed ticket one by one is going to be very very time consuming

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  • Darren Hua
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    To add a bit more, we just got spammed with over 2K tickets and we really need bulk delete or a way to delete via automation. Whoever was behind it, was able to have different location, ip addresses, emails, so its very hard to find a pattern except by our tags. Adding a delete function via an automation and thus searchable by tag should be easy enough.

     

    This whole API bulk delete is not easy if you are not a developer as you all mention. 

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  • Nicole - Community Manager
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    Thank you for that detailed use case, Darren. 

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  • Julie McDonnell
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    Hi there,

    I'm putting the GDPR policies in place for our organisation and have still not managed to find out how to delete closed tickets in bulk, or if there is a policy/method now in place. As a non-API developer being able to do this from the UI is essential. 

    Could anyone point me in the right direction?

    Thanks!

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  • Nicole - Community Manager
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    Hi Julie - 

    Bulk deleting closed tickets does require use of the API, however, it is fairly simple to accomplish. 

    The Beginner's Guide to the Zendesk API is a great resource if you've never worked with making API calls before. 

    Then, when you're ready for it, you'll find the API endpoint you need here:  https://developer.zendesk.com/rest_api/docs/core/tickets#delete-ticket 

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  • Charles Wood
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    I thought there was a plan to add bulk deletion of closed tickets for GDPR. Is there? Or should someone (such as myself) make an app for that?

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  • Jake H
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    +1 Darren's request

    We want this functionality in the UI. Use case – we received thousands of spam tickets that we filter out but want to delete. Without deleting, reporting numbers are misleading.

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  • Julie McDonnell
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    Hi Nicole,

    For someone with no developer experience, saying the running of an API to delete 1000's of tickets is 'fairly simple' is both unhelpful, and from reading the Beginners Guide completely untrue. 

    The general theme of this thread is that customers are looking to have this functionality in the UI, as is a basic GDPR requirement. 

    Julie

     

     

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  • Darren Hua
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    Yes, also in a GDPR perspective, this should be taken into account. Definitely! 

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  • Kelsey Hales
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    +1 for there being a native system in Zendesk to do this. GDPR is by far the biggest elephant in the room. Closed tickets cannot be mass deleted and being unable to do that can cost many hours for older installations, especially one that's still on hub-and-spoke. Further, I'm not certain that the data is removed from Good Data when I work via API either. This really needs to be on devs radar for an update asap :(

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  • Nicole - Community Manager
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    Thanks for the additional feedback, all.

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  • Lisa S
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    Hi Nicole,

    What is the latest Zendesk update regarding this, please?

    Having skim read the comments here and the Official Comment it seems that there are no imminent plans to add this much-needed feature short term, is that correct? The only workarounds at the moment are:

    1) Advanced search of Closed tickets: it appears that this cannot be applied to a user profile and the narrowest search term is by date. This means that it's very difficult to find Closed tickets attached to a certain profile. Is there a more detailed search available or could this advanced search by adapted to include search by profile name?

    2) API: I'm a non-Developer. If the API is utilised, can a search for Closed tickets be made filtered on profile?

    Our current issue is GDPR-related and the essential need to bulk delete Closed tickets per profile upon receipt of a deletion request.

    Thanks,
    Lisa 

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  • Arnoud Beekman
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    Hi all, 

    I have created a small bash script which does the trick for us: https://github.com/arnoudhgz/Clean-Zendesk-Closed-Tickets

    You will need some additional software as described in the README, I have only tested it on my Ubuntu machine.

    It does two calls on the API server:

    1. Get all closed tickets for a specific group (it will ask you to define the group)
    2. Remove the tickets (it will queue a maximum of 100 per time)

    The username and password combination must be from an account white administrative rights.

    I hope this will help some of you guys out.

     

     

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  • Brendan Farrar-Foley
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    We have built a GDPR Redaction app that helps remove all PII and customer data based on a ticket, a user, or an entire organization.  We built this custom for a few clients then made it available as a general app.  It retains metadata on the ticket so that reporting still operates as intended.  

    This works on Closed tickets as well. 

    Find it in the Marketplace here:  https://www.zendesk.com/apps/support/gdpr-redaction-app/

    We have a couple of major international clients using the app and have also worked with Zendesk Services team on one of those implementations.  

    Please reach out to me with any questions.  gdpr@thoughtexhaust.com.  

    I am also eager to add features to the app to support additional use cases.  Please sign up for the app and get in contact so we can build out the features you need.  

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  • Nicole - Community Manager
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    Thanks for sharing your app, Brendan!

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  • Jamie Danjoint
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    Seems like something simple to enable that so many users want? Any updates on when we'll have the ability to bulk delete Closed tickets?

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  • Charles Wood
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    Pardon if you got a notification saying, "This can be done in the interface already."  I had forgotten that you cannot select the Closed tickets within a view.

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  • Jamie Danjoint
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    Charles Wood, no worries. :) I don't bulk delete often, but we migrated to ZD almost a year ago and there are still tickets I'm cleaning up from our old system. I don't want them in there bc it messes with my reporting and no one likes a dirty database. ;)

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  • Rob Islam
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    We are in the same boat.

    Aside from GDPR preparations and setup, we are also looking at future problems that may arise. If we receive a ton of tickets, we would like to be able to delete closed tickets based on time. 
    ex. If a ticket is older than __ years to the current date, we would like to be able to bulk delete those tickets. 

    Much like Jamie, we want a clean database and in case of staff/personnel changes, we want to be able to have this feature easily accessible. 

    While we know there are 3rd party apps that allow us to do so, this seems like a feature that should be native to Zendesk customers. 

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