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How to Delete a Ticket

Updated on : August 26, 2022

To delete a ticket, two options are available:

  • Soft delete
  • Delete forever


Soft deleting a ticket

For soft-deleting a ticket,
1. Open a ticket.
2. Select the Delete Ticket option.

Delete Ticket Icon
Delete Ticket Icon

Note:

  1. When you soft-delete a ticket, the following actions will happen:
    • The deleted ticket can be restored within 30 days from the Deleted Tickets view.
    • The ticket will be permanently deleted after 30 days from the Deleted Tickets view.
  2. After soft-deleting a ticket, you can perform the following actions:
    • Restore a soft-deleted ticket by using the Restore Ticket option.
    • Delete a ticket permanently forever.
Restore Ticket Option
Restore Ticket Option

The deleted tickets can be viewed using the Deleted Ticket View from the ticket list page.

Deleted Tickets List Page
Deleted Tickets List Page

Delete forever

To delete the ticket and all its data permanently, use the Delete Forever option. This option will appear in the ticket only after soft-deleting a ticket. A ticket deleted permanently using the Delete Forever option cannot be recovered later.

Delete Forever Dialog
Delete Forever Dialog

Note:
For deleting a ticket, an agent should enable the Manage ticket deletion checkbox and set Ticket Access Scope to Global, as highlighted in the following image.

deleting-ticket
Ticket Access Scope Option
Ticket Access Scope Option

 

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