BoldDesk supports two deletion options for tickets:

• Soft delete: moves a ticket to Deleted Tickets and allows restore within the retention window.
• Permanent delete (Delete forever): permanently removes the ticket and its data. Permanent deletion is available only after soft deletion.

Please watch this video tutorial for further information.

How to Soft Delete a Ticket

For soft deleting a ticket,

1. Open the ticket to be deleted and click on More Action.
2. Select the Delete Ticket.
   
   
   
   
   
3. Confirm delete ticket action by clicking on delete. The ticket will then be soft deleted. It can be restored within 30 days from the Deleted Tickets view.
   
   
   
   
   

The deleted tickets can be viewed in the Deleted Tickets 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:

1. Open the ticket that has been soft deleted.
2. Click Delete Forever.
   
   
   
   
   

How to Soft Delete Tickets in Bulk

To bulk delete tickets, follow these steps:

1. Click the Select All checkbox.
2. Then, click Delete.
3. In the delete dialog, click the Delete.
   
   
   
   
   

How to Permanently Delete Tickets in Bulk

You can select the deleted tickets and permanently delete them in bulk.

1. In the Deleted Tickets list, select the ticket that you want to permanently delete.
2. Click Delete Forever.
   
   
   
   
   
3. Confirm to delete forever. The tickets and their data will be permanently deleted and cannot be recovered.
   
   
   
   
   

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

1. Click on the profile icon and select Personal Settings.
2. 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.

Troubleshooting

“Delete Ticket” or “Delete Forever” is not available

• Confirm the agent role includes Manage Ticket Deletion permission.
• Confirm the ticket is already soft deleted before expecting Delete Forever to be available.

Bulk delete is limited to fewer tickets than expected

• Confirm no more than 100 tickets are selected.
• Set Ticket Page Count to 100 in Personal Settings → General to make selecting up to 100 tickets easier.

Requester says the ticket “doesn’t exist”

This is expected behavior when a requester opens a link to a deleted ticket. Requesters are not notified when tickets are deleted.

Frequently Asked Questions

1. What is the difference between soft delete and Delete forever?
   Soft delete moves a ticket to Deleted Tickets and allows restore within the retention window. Delete forever permanently removes the ticket and cannot be undone.

2. Can I permanently delete a ticket without soft deleting it first?
   No. Delete forever is available only after the ticket is soft deleted.

3. How long can I restore a soft-deleted ticket?
   A soft-deleted ticket can be restored within 30 days from the Deleted Tickets view.

4. Do requesters get an email or notification when a ticket is deleted?
   No. The requester is not notified. If the requester visits the deleted ticket link, the requester sees a message that the ticket does not exist.

5. How many tickets can I delete in bulk?
   You can soft delete up to 100 tickets in bulk.

6. Does deleting tickets reset the ticket number sequence?
   No. New ticket numbers continue from the last used number.

7. Can I permanently delete tickets in bulk?
   Yes. In the Deleted Tickets list, select deleted tickets and use Delete Forever.

8. Can BoldDesk automatically delete tickets based on keywords?
   Yes. Create and update ticket triggers can be configured to soft-delete tickets based on keywords in the title, description, or category.

Related Articles

1. How to Reset or Change the Ticket Number Sequence in BoldDesk
2. How to Restore Deleted Tickets in BoldDesk