Of course we tell them not to, but occasionally customers will give us their credit card number in a support ticket. In order to be compliant with regulations, we can't keep messages that contain cc numbers. Is there a way to delete just that one message without deleting the whole thread?
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Okay, thanks.
Userlevel 4
+12
Hello Jeremy,
Apologies for the mis-communication. As of now, we don't have an option to delete customer responses on the ticket . However, there is a workaround using which you can remove a particular response from the ticket. You can use the split option in the response to create a new ticket and then delete the ticket .
Let me know if this helps!
Cheers!
Hello?? Why is this thread marked "Solved"? @Thriyam, your suggestion did not help. You should get confirmation from the customer before marking something "Solved."
This issue is not solved.
Your screenshots appear to be showing you deleting agent responses, not customer responses. No such option shows for us in customer messages, as you can see:
My bad, please refer to the screenshots here.
Thriyambhakesh Ravi
Technical Account Manager, Freshdesk
p : +61281884692
e : thriyambhakesh.ravi@freshworks.com
Hi Jeremy,
You should be able to delete the individual responses in each ticket in a ticket. Attached a screenshot of the same.
If the number is part of the description, please go ahead and edit the description.
Attached a couple of screenshots for your reference here.
Thriyambhakesh Ravi
Technical Account Manager, Freshdesk
p : +61281884692
e : thriyambhakesh.ravi@freshworks.com
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