How do I delete or restore a ticket?

You will have removed a ticket from the queue or recovered it.

Before you start

You need the delete permission and a plan with support. Nobody, including the customer, is told.

Steps

1. In the queue press the trash action on the row and confirm.
2. To recover, open the Trash tab and press Restore.
3. To destroy, press Delete permanently in Trash and confirm.

What you will see

"Ticket TKT-… moved to Trash." The customer can no longer see it until you restore it. Permanent deletion is final.

If something goes wrong

• Purge removes the ticket, replies and attachment records but not uploaded files in the media library.
• A ticket in Trash opens, but you cannot reply to it or change it until restored.
• Restricted agents can restore and delete tickets only if the permission and scope allow.