Delete Closed tickets?

Planeada

24 Comentarios

  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    While there is no easy way of deleting closed tickets. This article might help you in deleting those https://support.zendesk.com/hc/en-us/articles/4408830952474-How-can-I-bulk-delete-closed-tickets-  

    0
  • Mary O'Neill
    Zendesk Product Manager

    Hi Lindsey Spink and Jahn Bronilla,

    Thanks for reaching out!

    I am a Product Manager here at Zendesk working on deletion features. It would be great to follow up with you about your requirements for this feature, if it's ok I'll reach out via email and can set something up to discuss further?

    Best,
    Mary

    0
  • Milena Rusanova

    Hi Mary O'Neill

    Deletion of closed/archived tickets is also a major topic for my company.

    Could you please contact me as well to discuss further on this topic?

    Thank you and best regards,

    Milena

    2
  • Lindsey Spink

    Hi Mary O'Neill

    That would be great, feel free to reach out anytime. I'd love to follow up on this!

    All the best,

    Lindsey

    0
  • Oliver Tietze

    Please implement it, there is NO reason to exclude it, especially as the new interface now dynamically shows the available optione (Edit, Delete...) to select from, and for Closed Tickets this could easily be "only Delete"...

    Oliver

    0
  • Mary O'Neill
    Zendesk Product Manager

    Hi everyone,

    An update on this feature: we will be releasing the first version in a few weeks at the start of September. An official announcement to follow in the coming days.

    We really appreciate your patience with this release and thank you for all of your input.

    Best,
    Mary

    5
  • Rich

    Mary O'Neill

    Great news! Any additional info on release timeline yet?

    0
  • Raquel Martini

    Hi 

     
     
    Any update on this release? As other users mentioned we are looking to bulk delete closed tickets.
    0
  • Mary O'Neill
    Zendesk Product Manager

    Hi Rich and Raquel Martini,

    We are currently running a Beta version of this feature called Timed Ticket Deletion, which will allow you to delete all closed tickets that have been closed and not updated for a specified period of time i.e. after 5 years.

    Let me know if you would like to be a part of this Beta. This invite is open to all, please comment with your interest and and we can email you more info and turn it on for your account.

    Mary 

    1
  • Raquel Martini

    Hi Mary O'Neill,

    Thank you for your reply.

    Yes, I'd like to try the beta version!

     

    0
  • Milena Rusanova

    Hi Mary O'Neill

    I would like to be part of the Beta as well.

    Thank you!

    Milena

    0
  • Joel Hellman

    Mary O'Neill we'd like to participate as well. Can you reach out to me?

    0
  • WB Team

    We'd like to participate as well. 

    0
  • Sydney Neubauer
    Zendesk Luminary

    Mary O'Neill does the ticket deletion impact historical reporting? For example, does it delete all ticket data or does it retain a shadow of the ticket for reporting purposes (maybe not PII but ticket count, and ticket fields, etc) 

    0
  • Jacob Johst Christensen

    Hi Mary O'Neill

    I'd like to be part of this beta using my sandbox account, thanks!

    Beyond the time and inaction conditions you mention are there other things like tags that can be used to select the tickets to be deleted?

    1
  • Alan Peterson

    Just as an FYI - when you use the API to delete closed tkts via 'destroy_many' API call it's limited to 100 tkts at a time, which is a bit annoying. When it's called via the API they should increase the limit to 500 tkts vs the usual 100 tkts.

    0
  • Mary O'Neill
    Zendesk Product Manager

    Beta Update: Thank you to everyone interested in the Beta, I have emailed you all and most have signed up. Anyone else interested you can drop a message here and we'll reach out to you.

    To answer the question on Explore reporting - currently when you delete a ticket it will affect most  reporting in Explore. Created metric will retain the original number created in a timeframe including deleted tickets but the Solved metric will only report on non deleted solved tickets. Data would need to be exported if you wish to retain. This is something we are working on with Explore.

    1
  • David

    Hi Mary O'Neill, is it still possible to try the Timed Ticket Deletion Beta?

    0
  • Louis

    I would love for our team to be added to this beta please

    0
  • flurfunk

    Please add me to the beta as well. To be honest, this is a GDPR must-have feature so this should be in production since 2018 ;)

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey everyone, if you're interested in the Timed Ticket Deletion beta, you can sign up here
     
    Thanks for your interest!
    0
  • flurfunk

    Thanks Brett,

    I have two questions regarding this feature:

    1. When does a timed deletion go into effect? I checked the box today to delete all tickets older than 730 days. Right now I can still see them...

    2. What happens to end users? Will ticket deletion also delete (or soft delete?) all personal data of the end users? This is what everybody needs to comply with GDPR :)

    Best, Martin

     

     

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Martin,
     
    1. You set the time (min 120) as mentioned in this article: Enabling timed deletion for archived tickets (beta)
    2. This beta will only affect tickets and not end-users who submitted the tickets. I would recommend sharing your feedback here using the following template: Feedback - Admin Center
    I hope this helps!
    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk