How to Soft Delete Ticket using Event Automation
The Delete Ticket action in BoldDesk helps administrators to remove unwanted, irrelevant, or low‑value tickets. This keeps the ticket inbox clean, improves visibility for important work, and ensures overall workflow efficiency.
BoldDesk gives the users the option to set an automation rule that soft deletes the tickets using the automation triggers. The action performs a soft deletion, meaning deleted tickets can still be viewed in the Deleted Tickets tab.
When to Use the Delete Ticket Action
Use this action when you want to automate removal of tickets such as:
- Spam submissions
- Duplicate tickets
- Auto‑generated or irrelevant emails
- Tickets created by system triggers or bots
What the Delete Ticket Action Via Automation Does
The Delete Ticket action:
- Identifies tickets that match pre‑defined automation conditions
- Soft deletes those tickets automatically
- Helps maintain an organized, clutter‑free ticketing environment
This action is available in both:
- Create Triggers
- Update Triggers
Important Limitation
When using Delete Ticket as the action for a rule:
- No additional actions (e.g., updating properties, sending notifications) can be added to the same rule
- The rule is dedicated solely to deletion logic
How to Create a Rule Using the Delete Ticket Action via automation
Kindly consult this GIF image for further information.
Follow these steps to configure an automation rule:
Step 1: Open Ticket Automation Settings
- Go to Admin → Ticket Automation
- Select either:
- Create Triggers, or
- Update Triggers
Step 2: Add a New Rule
- Click Add Rule at the top of the screen
- Enter a rule name and description to identify its purpose
- Click Next
Step 3: Set Conditions
Configure the conditions that determine when the ticket should be deleted
(e.g., email contains “spam”, subject matches keywords)
Step 4: Add the Delete Ticket Action
- In the Actions section, choose Delete the Ticket
- Click Add to finalize the rule
Once saved, BoldDesk will automatically delete any ticket that meets the rule’s conditions.
Viewing Deleted Tickets (Output)
After the rule is executed: View Deleted Tickets
- Once deleted, the ticket will appear in the Deleted Tickets tab of the Ticket Module
- Agents with the permission to Manage Ticket Deletion can review or restore items from this section as needed. Explore more on How to restore a ticket.
Key Notes and Best Practices
- Deleted tickets are soft deleted, not permanently removed
- Use clear and specific conditions to avoid accidental deletion
- Maintain separate rules for deletion and other workflows
- Regularly review deleted tickets to ensure rules are functioning correctly
Frequently Asked Questions (FAQ)
1. Are deleted tickets via automations permanently removed?
Yes, tickets that were deleted 30 days ago will be automatically removed from the system.
2. Can I combine Delete Ticket action in automation with other actions?
No. This action must be used alone in a rule.
3. Does the Delete Ticket action work for all ticket types?
Yes. Any ticket that meets the rule’s condition will be deleted automatically.
4. Can I restore a deleted ticket via Automation?
Yes. You can restore tickets from the Deleted Tickets section.
5. Does this action delete associated data?
No. Only the ticket is soft deleted; its data remains accessible until permanently removed.
