Trigger Condition Request for "status" is "deleted"
The available status conditions we use for one of our triggers in ZenDesk include:
Status is New
Status is Open
Status is Pending
Status is Solved
Status is Closed
but there is nothing for
Status is Deleted
The absence of a "deleted" status means that when a ticket is deleted from inside ZenDesk, an external server will not receive any message that this deletion has occurred. This causes the external copy of the ticket to be orphaned within the external system, even though it has been deleted from ZenDesk.
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.
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
Thanks, @.... Deleted tickets are good to have; however, knowing if someone deleted something that should not have been deleted, is even better.
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?
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.
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?
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.
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.
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?
I'd also like to express interest in this as well.
You have a need for this trigger condition as well.
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