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 Hello,


is it possible that a customer can delete a Ticket by himself?

We use our freshdesk for internal IT support and if there is a user that created the ticket by fault or if the problem is gone, it would be great if the customer can delete the ticket by himself?

I already tried it with an automatisation but it did not work.

Maybe somebody can help?



Contacted the support, because we needed a fast solution.

For for anyone else here is the solution:

image

You can also replace "Set status as" with "Delete Ticket".



Contacted the support, because we needed a fast solution.

For for anyone else here is the solution:

image

You can also replace "Set status as" with "Delete Ticket".



I asked the support because we needed a fast solution, together we found a perfect way to make it possible for the customer to delete the ticket.

We set up an automatisation like you can see in the following picture:

image

You can replace "Thank you" with "Please delete" or any other keyword that should trigger the automatisation.

Also you can replace "Set status as" with "Delete ticket".

So our company set up the automatisation with: In tickets -> If last interaction -> Contains: " #Delete# " -> delete ticket.

So when the ticket is opened we wrote in the automatic text reply: "Thanks for your ticket, we will reply ASAP, If you want to delete the ticket answer only with #Delete# to the ticket."



Why not just get them to close the ticket? That solves it without causing gaps in numbering etc. The could also add a note why is it closed..




Folks,


Deleting a ticket could only be done by the agents and not an end-user yet. 

Automation rules such as above can be set to delete the tickets, if required.


Cheers!

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