53 コメント

  • 正式なコメント
    Kiran Max Weber
    コメントアクション Permalink

    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:

  • Andrew Robinson
    コメントアクション Permalink

    I also would very much like to be able to do this!

    2
  • Simon Harris
    コメントアクション Permalink

    I would like this too!!! Please sort it!!

    2
  • Mike Landman
    コメントアクション Permalink

    OH GOD PLEASE

    3
  • Sadhbh Kurzawska
    コメントアクション Permalink

    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
  • 松井 眞理夫
    コメントアクション Permalink

    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
    コメントアクション Permalink

    +1 for this

    2
  • Ngan Menegay
    コメントアクション Permalink

    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
    コメントアクション Permalink

    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
    コメントアクション Permalink

    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
    コメントアクション Permalink

    Seriously. What's the reason closed tickets can't be bulk edited?

    2
  • Jono Hayes
    コメントアクション Permalink

    +1

    2
  • Manuele Bastianelli
    コメントアクション Permalink

    +1

    2
  • Julia Whistler
    コメントアクション Permalink

    +1 absolutely

    2
  • Dan Ross
    コメントアクション Permalink

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

    2
  • Jorge Morales
    コメントアクション Permalink

    Please add this man!!!!

    2
  • Nicole - Community Manager
    コメントアクション Permalink

    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
  • Dan Ross
    コメントアクション Permalink

    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
  • Adetona Ajao
    コメントアクション Permalink

    +1 to this.

    As online business grow and comprehensive data protection becomes more and more prevalent in online business, having tools to enforce them in an efficient way would be more than convenient, it could save hours upon hours. 

    Being able to apply rules to closed tickets, now that would be something, but I can understand if it's a framework limitation that would be a hassle to be reworked at this point. But since the funcionality for deleting closed tickets is already built in, I ask out of pure ignorance, is being able to delete closed tickets in bulk something that's:

    A) Possible, somehow, through some wizardry coding from the community perhaps.

    B) Something that's being looked at as a possible future implementation.

    C) We better forget about it for a long, long while.

    I've been scouring both the HC and the marketplace to see if there was some kind of homebrew solution. But apart from the app to bulk delete spam tickets (which we used for some time a while back), we found not much else regarding this topic except, well, this topic.

    Thank you in advance to the Zendesk team and the community at large for any information you might be able to share.

    Cheers everyone!

     

    0
  • Biscuit
    コメントアクション Permalink

    I would very much like to see this functionality too please.

    0
  • Katie Lam
    コメントアクション Permalink

    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
  • Paul Reeves
    コメントアクション Permalink

    What Katie said. GDPR makes this a required feature. 

    2
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi all - 

    You can learn all about how Zendesk is preparing for GDPR compliance here: 

    Zendesk EU Data Protection

    Additional features and functionality related to GDPR will be announced there in March. If you have more questions about GDPR that aren't answered by that site, you can email privacy@zendesk.com

     

    0
  • Katie Lam
    コメントアクション Permalink

    Thanks Nicole. I couldn't see anything about bulk deleting closed tickets.....

    1
  • Mark Hinson
    コメントアクション Permalink

    +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
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Katie and Mark - 

    Legal let us know that announcements re: new functionality being developed specific to GDPR will be announced in March. 

    0
  • Dan Ross
    コメントアクション Permalink

    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
  • Katie Lam
    コメントアクション Permalink

    Hi Kiran,

    Yes, that's correct, we are all in need of the ability to bulk delete closed tickets (as per the subject of this ticket!)

    As an organisation, we are experiencing the same as Dan Ross. So any help on this would be most helpful. With only just over 2 months before GDPR kicks in, we need to get our processes written up, in place and made aware to our clients. Our clients are putting increasing pressure on us as the date draws closer.

    As you mentioned, not everyone has access to a developer so the resolution for this would have to be something allowing us to bulk delete Closed tickets in the UI.

    Is there any update on the functionality Zendesk are developing for GDPR? Do you know if there is actually going to be any functionality in development for bulk deletion of Closed tickets?

    Many thanks

    Katie

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Katie - 

     

    They'll be updating the EU Data Protection site with new GDPR-related functionality developments next week. 

    0
  • Katie Lam
    コメントアクション Permalink

    Thanks Nicole. Do you know if there is any functionality coming out that will assist with the bulk deletion of closed tickets? 

    0

ログインしてコメントを残してください。

Powered by Zendesk