How to Delete a Ticket
There are two options available for deleting a ticket:
- Soft delete
- Permanent (Delete forever)
Please watch this video tutorial for further information.
How to Soft Delete a Ticket
For soft deleting a ticket,
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Open the ticket to be deleted and click on More Action.
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Select the Delete Ticket.
- After soft deleting a ticket, you can either restore or delete it permanently.
- The requester will not receive notification when a ticket is deleted. However, if they attempt to access the deleted ticket link, they will see a message indicating that the ticket doesn’t exist.
The deleted tickets can be viewed in the Deleted Ticket view from the ticket list page, as shown below:
How to Permanently Delete a Ticket
This option is available only after a ticket is soft-deleted. Permanently deleted tickets cannot be recovered.
To permanently delete a ticket:
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Open the ticket that has been soft-deleted.
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Click Delete Forever.
How to Soft Delete Tickets in Bulk
To bulk delete tickets, follow these steps:
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Click the Select All checkbox.
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Then, click Delete.
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In the delete dialog, click the Delete.
- You can delete a maximum of 100 tickets in bulk.
- After tickets are deleted, new ticket numbers (Ticket IDs) will continue from the last used number.
How to Permanently Delete Tickets in Bulk
You can select the deleted tickets and permanently delete them in bulk.
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In the Deleted Tickets list, select the ticket that you want to permanently delete.
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Click Delete Forever.
Permission Required
To delete tickets, agents must have the Manage Ticket Deletion permission enabled in their Roles and Permission settings.
How to Set Ticket Page Count to Delete a Maximum Number of Tickets at a Time
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Click on the profile icon and select Personal Settings.
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In the General tab, locate “Ticket Page Count” and set the ticket count to maximum (100).
Deleting Tickets Based on Specified Keywords
In the create and update ticket triggers, an action can be added to soft-delete tickets based on specific keywords in the title, description, or category. This assists in removing unwanted tickets from the system.
