Agents and customers can delete ticket replies and notes when the appropriate permissions are granted. This feature helps remove accidentally shared sensitive information, credentials, attachments, or incorrect updates from a ticket conversation.

In this article, you’ll learn:

• Important considerations before deleting a message
• How to delete public replies in the Agent Portal
• How to delete private notes in the Agent Portal
• Required permissions for agents
• How customers can delete replies in the Customer Portal

Prerequisite

Before deleting a reply or note, review the following considerations:

1. Deleting a ticket message does not retract previously sent email notifications.
2. No email notification is sent when a reply or note is deleted.
3. All attachments and inline images associated with the deleted message are permanently removed.
4. A ticket must always contain at least one public reply.
5. Satisfaction rating messages cannot be deleted.

Check out this video tutorial for more details.

Delete Message in the Agent Portal

Agents can delete both public replies and private notes from a ticket, provided they have the required permissions.

Steps

1. Open the ticket.

2. Locate the reply or private note you want to delete.

3. Click More Actions (⋮).

4. Select Delete from the dropdown menu.

5. In the confirmation dialog, click Yes, Delete.

6. The deleted reply or private note is replaced with a system-generated deletion message.
   

   
   
   

Agent Permissions for Deleting Messages

Agents must have the appropriate permissions to delete ticket messages.

Permissions for Public Replies

To delete public replies in the Agent Portal, agents must have the Delete public comments in ticket permission enabled.
By default, the Own comments permission is enabled.

Permission Levels

Permissions for Private Notes

To delete private notes, the Delete private notes in ticket permission must be enabled.
By default, agents can delete only their own notes.

Delete Message in the Customer Portal

Customers can delete their own replies from the Customer Portal when ticket editing is allowed.
Steps

1. Open the ticket in the Customer Portal.

2. Locate the reply you want to delete.

3. Click More Actions (⋮).

4. Select Delete.

5. In the confirmation dialog, click Yes, Delete.

6. The deleted reply will be replaced with a system-generated deletion message.
   

   
   
   

Enable Message Deletion 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:

1. Navigate to Admin > Customer Portal > General.

2. Locate the Ticket Update Settings section.

3. Clear the Restrict ticket editing in the customer portal checkbox.

4. Click Update to save your changes.
   

   
   
   

Frequently Asked Questions

1. Can deleted messages be restored?
   No. Deleted messages, attachments, and inline images are permanently removed and cannot be restored.

2. Are previously sent emails removed when a message is deleted?
   No. Email notifications that were sent before the message was deleted remain unchanged.

3. Can customers delete private notes?
   No. Private notes are visible only to agents and can be deleted only by agents with the appropriate permissions.

4. Can agents delete messages created by other users?
   Yes. Agents can delete messages created by other agents or customers if their role includes the required permission level.

5. Why is a deleted message still visible in the ticket?
   Deleted messages are replaced with a system-generated placeholder to maintain ticket history and conversation continuity.

6. Can satisfaction rating messages be deleted?
   No. Satisfaction rating messages cannot be deleted.

Related Articles

1. Understanding Public Reply, Public Note and Private Note in BoldDesk
2. How to Add Public Notes to a Ticket
3. How to Add Private Notes to Tickets in BoldDesk