There should be an option on the requester or customer page (by clicking their name) to delete all tickets from that email address. Sometimes we get hit by a mass email blast (not spam) and would really appreciate an option to simply delete all tickets from anyone. It would be even better if that could be done with conditions as well, such as date range.
Closed for Voting
Delete all tickets from requester/customer
I couldn't agree more. We've recently been QA testing our website and its generated hundreds of test tickets from the same user. It would be very useful to delete all tickets from one email address or indeed within a certain date range.
Hey Dan and Lorren,
Hope you guys are doing great today!
Would the tickets that you would like to delete, hold any update in the last thirty days? If so, you could setup a supervisor rule to eliminate the tickets automatically.
The supervisor rule will help you to delete those tickets from your Helpdesk.
What about tickets without a recent update? We had an automated website tool accidentally get directed to our queue email and create almost 10000 new tickets that there seems to be no way to remove? Not useful.
+12Hi,
It is possible to bulk select tickets from a single requester and then delete those tickets in a single click from the list view page. This method allows you to close 30 tickets at a time. Alternatively, you can go ahead and permanently delete the contact so that all the tickets associated are completely removed from the helpdesk.
Cheers!
+1Hi, we have a case of an attack with several thousand spam tickets, all from different requesters. I was trying to use the supervisor rule solution as suggested above, but this doesn't offer a requester email or name field to set up a condition. Am I missing anything? What else can I do to remove these, if manual deletion is not an option due to the high numbers?
We just received about 70,000 emails due to an OOO autoresponder loop across two accounts. The supervisor rule doesn't work to remove these (as a 'subject' condition would flag valid emails) and permanently deleting the sender does not delete their ticket history (despite what the freshdesk documentation states). Now we have to go through these 30 at a time for hours to fix the issue.
Not sure why freshdesk's system didn't catch that was sending an autoresponder email to the same email address thousands of times a day, or why there isn't an easy way to flag these emails as complete. In any case, we aren't happy.
This topic was started 2 years ago, and it is flagged as "Implemented".
Still appears to be an issue.
I have an active ticket and I was told not to delete any email as they would handle the 700 spam tickets from the backend. I am not getting much response and it's been over 24 hours. I know it may not be a priority ticket, but then why is it not a standard practice at this point to help users resolve the issue?
+1Just adding my voice to the need for an easier way to handle this situation other than deleting them in blocks of 30. I thought the supervisor rule was going to be the answer until I realised that Requester Email was no longer a criteria which could be selected. Would be interested to know why that was removed since it could have many uses, not just here. I've been able to use the Supervisor rule in conjunction with Subject to get rid of c.3000 of these, but that would not work in every scenario.
There should definetly be a way to bulk delete tickets in a smooth and easy way.
Our user case is that we would like to delete all tickets that connect to a specific search reference (see attached image).
Any news on this?
Hello All,
As mentioned by @Aravind, if you are looking to delete all the tickets raised by the requestor, you can permanently delete the respective contact from Freshdesk. However, if you are looking to bulk delete a specific set of tickets for different requestors, you would be able to delete bulk 30 tickets at a time. We allow selecting only 30 at a time and not all of the tickets in a saved ticket view (say 100s or 1000s of tickets) keeping in mind that it is a backend job and any error would be hard to reverse on such a large number of tickets.
You could write to us at support@freshdesk.com with the approximate number of tickets and also an export file of the ticket list (with the ticket IDs) which you would like to act upon and we do take up such custom requests upon validation.
Cheers!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.