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Improved search for deleted tickets

Not Planned


Posted Jan 28, 2019

 

Please ask your developers to consider adding an option to include deleted tickets in the search function either by checking a box to 'include deleted tickets in search' or by adding a separate search box for deleted tickets. 

 

Scrolling through  the subject lines isn't as precise or efficient as the search and within the search UI it does not say that this search does not include deleted tickets, so the possibility to miss a ticket because it is deleted is quite likely.


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19 comments

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Brett Bowser

Zendesk Community Manager

Hi Richard,

Thanks for taking the time to provide your feedback as well as sharing specific examples and details about impact. This helps our Product Managers understand the full scope as they work on solutions to make a more optimized product for our customers.

Thanks again :)

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I second this request!

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I agree. There needs to be a search function within deleted tickets.

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I agree!

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Second this, actually very surprised by this not being possible already.

Are there even not any workarounds for this?

Best regards
Oskar

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Yes, being able to search deleted tickets is important to catch any issues. It is very difficult and time consuming for an administrator to hover over different tickets and hope to find the right one.

We would like the ability to search based upon requestor, the ticket comments, group, and assignee.

Thank you!

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Kris

Zendesk Luminary

The ability to search would be helpful for us as well, or at a minimum add the Sender column like Suspended Tickets to make it possible find tickets deleted when a user's tickets are marked as spam. 

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Preethi Thutika

Zendesk Product Manager

Thanks for the feedback, all. 

We understand your use case and the need to search through inactive and deleted tickets. Significant work is being planned for 2022 and 2023 to extend the usefulness of existing support search capabilities and improve the user experience in the support search space. This feedback is extremely valuable and important to us.

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Preethi Thutika

Zendesk Product Manager

Hello All,

We will be hosting a Community Event to learn more from you about your experience with Support Search. Please reach out to us if you'd like to engage further and participate in these discussions. Here is a link where you can RSVP to the event -  https://events.zendesk.com/events/details/zendesk-zendesk-community-presents-zendesk-search-functionality-pm-roundtable/

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Hi Team,

i want to find out tickets id's of deleted tickets, this screeshot belongs to count of deleted tickets for last 2 month. When i add ticket id on the "Rows" query doesnt work and doesnt show me tickets id, can you help me ?

 

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Searching through suspended tickets would be much easier if there were search criteria, such as by email address or date. I'm spending hours scrolling through suspended tickets trying to locate emails that were suspended as "fraud suspected". 

Improved search capabilities would be really helpful.

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It is 3rd quarter 2023. Is there a way to search deleted tickets efficiently yet?

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Sydney Neubauer

Zendesk Luminary

+1 to this need - We have so many deleted tickets that if you need to look for a certain one, it is near impossible. We use an app to search the suspended tickets view but really, it should be something that Zendesk build into their platform

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Scott Allison

Zendesk Product Manager

Thank you all for feedback here, it's truly appreciated. First thing I want to clarify is that this thread is about improving search for deleted tickets (before they are permanently deleted, after 30 days). If you have enhancement requests for suspended tickets, please provide that on existing requests, or create a new one if not already listed. 

On the topic of search for deleted tickets, this is not something we currently have plans to work on. That doesn't mean we won't ever prioritize it, so please keep your feedback coming. We have prioritized other Search enhancements though, so look out for announcements later this year and into 2024.

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Is there an update on this feature? It is really difficult to search for a deleted ticket if you have thousands of it from this view. You have to run through each page just to look for it. Also, if you restore a ticket, it goes back to the first page then you'll have to start again from the start. Time consuming.

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Shawna James

Community Product Feedback Specialist

Hi all, thank you for continuing to provide your feedback here. This has been logged for our PM team to review and they will look to get you an update as soon as they are able. Thank you again for taking the time to provide us with your feedback! 

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Adding on that I would love to see improvements to this experience! I managed to timeout the UI just by clicking page-to-page on the deleted tickets view then had to start over. Finding one ticket, I knew the ID of, took 5-10minutes and then I was able to manually recover.

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Figured I could be the first post of 2025…

Would be really nice to have a non-API means to search Deleted tickets. We have 15k deleted tickets and need to find a single ticket.

The ability to use the standard “Ticket search” view to include somehting like `status: deleted` would be a great product enhancement:
 

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We would also like the ability to search deleted tickets or a way to filter by group, form, requestor, etc. 

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