Plan requirement
| Subscription | Any plan |
| Access | Admin |
Deleting a ticket removes it from your figures as well as your queue. Who may do it, and why you usually should not.
Who can delete
Admins can, always. Agents can only if an admin has switched it on for them, which is off by default and worth leaving off for most teams.
Delete a ticket
- Open the ticket.
- Open the ticket options menu and choose Delete.
- Confirm.
Deleted tickets go to a deleted-tickets list where they can be restored for a period, and are then removed permanently.
Why deleting is usually the wrong tool
A deleted ticket disappears from every report. Delete a week of spam and your volume figures for that week are wrong, which nobody notices until someone asks why last March looks odd.
What people actually want is almost always one of these:
- Spam: mark it as spam rather than deleting. It leaves your queue and stays counted correctly.
- A test ticket: solve it. One test ticket does not distort anything.
- Sensitive information in a ticket: redact the content. The conversation stays, the data goes.
- A privacy request: deleting the user handles this properly, including their tickets.
Deleting to hide a mistake does not work. The customer still has the email. Correcting it openly is both easier and better received.
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