Deleting a Ticket Reply or Note Message
The ticket messages can be deleted by both agents and customers, depending on their permissions. This option helps remove any sensitive information or credentials that were shared incorrectly in the ticket.
Considerations before deleting a message
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The email notification that was sent for that particular update will not be reverted, and no email is sent to ticket participants when an update is deleted.
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The attachments and inline images will be deleted when a message is deleted.
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In a ticket, at least one public reply should exist regardless of the first reply and others.
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The satisfaction rating message cannot be deleted.
Whenever you delete a ticket message, private or public, it will leave a standard message: “This message was deleted by 'Event performer.”
Check out this video tutorial.
Deleting a Ticket Reply in the Agent Portal
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Open the ticket and navigate to the reply that needs to be deleted.
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Click the More Action (⋮) and select the Delete option from the dropdown list.
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A confirmation dialog will appear, click the Yes, Delete.
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After deleting the reply, it will be shown as highlighted in the following image.
To delete a ticket reply in the agent portal, the agent must have the Delete public comments in ticket permission enabled. By default, the delete Own comments permission is enabled.
| Permissions | Description |
|---|---|
| Own comments | The agent can delete comments added by themselves. |
| Own or any agent’s comments | The agent can delete comments added by other agents and by themselves. |
| Own, any agent’s or any customer’s comments | The agent can delete comments added by other agents or customers and by themselves. |
Deleting a Ticket Note Message in the Agent Portal
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Open the ticket and navigate to the reply that needs to be deleted.
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Click the More Action (⋮) and select the Delete from the dropdown list.
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A confirmation dialog will appear, click the Yes, Delete
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After deleting the note, it will be shown as highlighted in the following image,
To delete a ticket’s private note in the agent portal, the agent must have the Delete private notes in ticket permission enabled. By default, the Own notes permission is enabled.
| Permissions | Description |
|---|---|
| Own notes | The agent can delete notes added by themselves. |
| Own or any agent’s notes | The agent can delete notes added by other agents and by themselves. |
Deleting a Ticket Reply in the Customer Portal
- Open the ticket and locate the reply to be deleted.
- Click the More Action and click Delete.
Permissions to delete a message in the customer portal
To allow replies to be deleted in the customer portal, you must disable the restrict ticket editing in the customer portal setting.
Steps:
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Navigate to Admin > Customer Portal > General.
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In the Ticket Update Settings section, uncheck Restrict ticket editing in the customer portal.
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Click Update to save your changes.
