Trigger Condition Request for "status" is "deleted"

9 Comments

  • Michael Serences

    I am looking for the status "Deleted" from the perspective of monitoring agents and the content they have deleted if they are all allowed to delete tickets.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Michael,

    Unfortunately, there is no Ticket Status as Deleted. However, you can view deleted tickets under Deleted Tickets view for the next 30 days before the ticket will be permanently deleted

     

    -1
  • Michael Serences

    Thanks, @.... Deleted tickets are good to have; however, knowing if someone deleted something that should not have been deleted, is even better.

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  • Max McCal
    Zendesk Product Manager

    Hey, Michael - 

    While we don't have any immediate plans to do something in this arena, the notion of managing deletion within Zendesk is definitely something we're interested in right now. Can I ask – is the idea simply that you want to prevent tickets from being accidentally or inappropriately deleted? What would you do with that notification when you receive it?

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  • Michael Serences

    Hey Max,

    Sure, that's precisely why I need it. Such notification would help me identify if a ticket was deleted by an agent intentionally or by mistake. Thank you.

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  • Max McCal
    Zendesk Product Manager

    Thanks, Michael. We're interested in looking at rules related to deleting tickets and deleted tickets themselves. We're not quite ready to talk about it yet, but I'm adding your name to a list so we'll reach out to you as we explore this further. 

    Just to cover more ground here, are you seeing a lot of accidental deletions? Do you review every deleted ticket?

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  • Michael Serences

    Hello Max

    Thanks. I am not seeing too many accidental deletions; however, from time to time, I do, and this would help me if I could be notified about who has deleted what. What would be even better is if I could tell the trigger to work if a particular agent deletes something instead of tracking every single deleted ticket.

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  • Gregory Sonier

    I would also like to express interest in this feature being added.  In some scenarios, ZenDesk tickets could be considered records and as such we have to demonstrate to auditors that we monitor for deleted tickets.

    1
  • Saurav Kumar

    Hi Max McCal,
    Has this been implemented? I also have a usecase where I did like to receive the deleted event. Can you add me to the list mentioned earlier in this thread to whom you will notify on completing this trigger?

    2

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