In this article, you will learn how to delete tickets

There are two ways to delete a ticket: one through the ticket view panel and another through the ticket itself.

To delete a ticket, you need permission on the access profile. To do this, you should go to settings > people > access profiles. In the tickets tab, there are three permission options for deleting tickets: only new open tickets , in this case, it can only be deleted if it is in the new status; any open ticket , this option allows deleting any open ticket; and do not allow, in this case, it will not be possible to delete tickets through this access profile. In addition to choosing the ticket status, you need to select the method of opening tickets that can be deleted.

After setting the parameters, save the settings so they are applied to the access profile in question.

Deleting multiple tickets

To delete multiple tickets at once, go to the panel with the list and select the ones you want. Selection can be done manually by checking the tickets, or by using the select/deselect all button next to the first column of your view panel.

After selecting, press the options > delete selected button.

When you delete tickets, the system provides the option for two additional actions: delete, disable, or keep the customer active and block this customer's email accounts for sending, receiving, sending and receiving or do not block. After deciding what to do with the email and customer, the tickets will be deleted.

Attention! Make sure the tickets selected for deletion are correct, as this process is irreversible.

Deleting by ticket

Access the ticket and press the options > delete ticket button. When deleting a ticket individually, the same modal for collective deletion, which presents additional actions, will appear. Once you choose the option, your ticket will be deleted.

Remember: Be aware of email blocking options. Once blocked, the customer will be prevented from opening new tickets through this channel using the email address.

If the message below is displayed when deleting a ticket, check if you have permission to do so and also if the status is set to canceled, closed, or resolved, as tickets with any of these statuses cannot be deleted, regardless of any configuration.