Improved search for deleted tickets

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16 コメント

  • 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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  • Ayal Kellman

    I second this request!

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  • Branch Carr

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

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  • Danielle Eberhardt

    I agree!

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  • Óskar Ómarsson

    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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  • Krista Zaloudek

    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

    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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  • Emre Aktaş

    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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  • Deb Kaseman

    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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  • Mandy Kyle

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

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  • Sydney Neubauer

    +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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  • Ray

    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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