Deleting Tickets

The ability to delete a ticket is determined by role permissions. By default, agents cannot delete tickets, so a manager would need to change role permissions to grant an agent, or group, the ability to delete. For more information, see Roles.

Tickets can be deleted tickets in a few different ways:

1. Find the ticket in the Active, Waiting, or Closed queue, or using Search.
• Right click on the ticket -- Delete should appear as the last option in the context menu that appears.
• In the content pane -- where the ticket is displayed -- there should be a Delete button that can be used.
• Select the ticket in the ticket pane, then use the "Action" (3 vertical dots) and select Delete from that menu.
2. Tickets can also be automatically deleted. This is set on a Department basis. To review this, see the help page relating to the "Auto-Delete After" setting for a Department.

It's worth noting that deleting a ticket also deletes any internal or external attachments to the ticket, and deleting a ticket only marks it as deleted in the database. The ticket is not purged, or removed, from the SmarterTrack database until 90 days after the ticket is "deleted", either manually or as a result of the "Auto-delete After" setting for a Department. This is an internal setting and so it cannot be changed.

The caveats to this are that tickets with resolutions are NOT purged, even if they've been deleted, becuase SmarterTrack offers a ruleset whereby ticket resolutions can be used by Agents; Tickets that are related to another item, such as a Task or Chat, are not purged until that related item is deleted as well.