53 Comments

  • Official comment
    Kiran Max Weber
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    Hi everyone. Kiran here, Product Manager for ticketing in Support.

    To echo what @danross said, closed tickets can be deleted in bulk via this API endpoint: https://developer.zendesk.com/rest_api/docs/core/tickets#bulk-delete-tickets. I understand using the API requires a developer, and that not everyone is one or has access to one. In the short term, if a developer is listening, a nav bar app could be created to use this API endpoint to bulk delete closed tickets via the UI.

    To make sure I understand the main sentiment of this post, we're talking about the ability to bulk delete closed tickets via the UI, correct? Here's an example of how you can do this via search for tickets in a status other than closed:

  • 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

     

     

    5
  • Sadhbh Kurzawska
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    This is an essential requirement in order to comply with Data Protection laws. We only hold personal data for 18 months and then we must delete tickets older than this. I assume all companies eventually find themselves in this position for the same reason and will need this functionality?

    4
  • Katie Lam
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    Please add this functionality. With GDPR coming in May, it is a legal requirement for us to delete data regarding a client if requested. After finding out we are unable to bulk delete, I am seriously thinking of moving to a different provider who can provide us bulk delete functionality

    4
  • Mike Landman
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    OH GOD PLEASE

    3
  • Andrew Robinson
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    I also would very much like to be able to do this!

    2
  • Simon Harris
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    I would like this too!!! Please sort it!!

    2
  • 松井 眞理夫
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    I also would like to bulk delete closed tickets.

    Along with the end of contract with our customers, I may be required to delete organization entry, end user account and all queries in the past. It is for customer's security.

     

    2
  • Christine
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    +1 for this

    2
  • Ngan Menegay
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    Please add this feature. We can open each closed ticket individually and delete it, but yet we can't bulk delete them??? I'd like to be able to find them using Search and delete them there, not just from Views (since Views are so limited in terms of what you can search for).

    2
  • Stephanie Phillips
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    Can you even do this with a view? I have a view of closed tickets but cannot bulk delete them. Since there is no automation or trigger available, I could make do with a view, but I don't believe even that will work. 

    2
  • Joe Reiser
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    This feature needs to be added ASAP.  I find it incredible to believe this basic option is not available.  Instead of a basic task taking 2 min, I am going to be spending an entire day deleting tickets....beyond annoying!

    2
  • Charles Wood
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    Seriously. What's the reason closed tickets can't be bulk edited?

    2
  • Jono Hayes
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    +1

    2
  • Manuele Bastianelli
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    +1

    2
  • Julia Whistler
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    +1 absolutely

    2
  • Dan Ross
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    +1 - Could a Zendesk PM weigh in here please? This request has been around 4 years.

    2
  • Jorge Morales
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    Please add this man!!!!

    2
  • Dan Ross
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    Hi Nicole, 

    The Zendesk API has the ability to delete up to 100 tickets at once, just by providing the ticket IDs by calling the following endpoint:

    DELETE /api/v2/tickets/destroy_many.json?ids={ids}

    Clearly, the underlying functionality already exists to delete tickets en masse, the only restriction is that you need to build an external application to do it. Most users aren't developers, what would be wonderful is if Zendesk reduced the customer effort required to manage our tickets and allowed us to invoke this feature from the Views UI.

    Thanks for reading.

     

    2
  • Paul Reeves
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    What Katie said. GDPR makes this a required feature. 

    2
  • Dan Ross
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    Hey Kiran,

    For us, that's exactly what we want, the ability to bulk delete tickets this via the UI, just like we can with non-closed tickets. Hopefully, it would also be possible to do this from viewing the User's Requested tickets page or any other place non-closed tickets can be bulk selected and deleted :)

    With GDPR coming up, we're going to have to be able to handle our EU customer requests efficiently when they invoke their Right to be Forgotten under the new laws. My current nightmare-fuel is a user with 100+ tickets invoking this right and needing to manually delete their tickets one by one.

    Today, since we can't edit closed tickets, we can't do things like change the ticket requester to a generic 'forgotten user' value, keeping the other ticket properties for general analytics, but remove still personally identifiable data. (I'm not even sure this is a viable workflow for existing tickets as previous comments might not have the commenter name updated, and there's still a chance of user email signatures being present. (If any community users have ideas or tips on how to anonymize ticket data in bulk, I'd love to chat with you!)

    That means the only other compliance option is deletion, making this feature really important. 

    We're very much looking forward to the GDPR announcements for new functionality from Zendesk, there's a lot of GDPR murkiness still about what we will and won't be able to do with our Support tools to meet compliance.

    Thanks for reading.

    2
  • 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. 

    2
  • Nicole - Community Manager
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    Hi all - 

    I'm trying to identify which PM this is relevant to and will see if I can get an official answer. In the meantime, I can say that I know that part of the reason closed tickets cannot currently be reopened or edited has to do with storage management - it is much simpler if closed tickets become read-only files. This is part of why it's not a simple fix - it would require some significant reengineering of the backend system. 

    But, I do not know specifics beyond that, so I'll see what I can find out. 

    1
  • Katie Lam
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    Thanks Nicole. I couldn't see anything about bulk deleting closed tickets.....

    1
  • Mark Hinson
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    +1 for new functions for deleting old tickets, interested to see what is launched in March '18.

    Ideally we'd like it to be via an Automation or via an API that is based on a date rather than a list of ticket IDs

    We need this to conform to one of our customer's GDPR requirements to all remove tickets > 6 months old.

    thanks, Mark

    1
  • 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. 

    1
  • 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!

    1
  • 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

    1
  • 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!

    1
  • 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?

    1

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