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For deleted tickets, show the agent/rule that deleted them and the time they were deleted.

Related products:Freshdesk
  • July 5, 2016
  • 6 replies
  • 86 views
T
Contributor

For deleted tickets ( those in Trash ) I'd like to see who was the agent that deleted them and when. In case that a ticket was deleted by a Dispatch'r, Supervisor or  Observer rule, I'd like to see the name of the rule.


I would like to see this information on the individual ticket page. I mostly care about the last agent/rule that deleted the ticket ( in case it was deleted, restored and then deleted again ), though the full deletion/restoration history would be welcome.


The motivation for that request is that, when I browse Trash and spot a ticket that looks like it does not belong there I would like to speak with the agent or find the rule that deleted it. Perhaps the ticket was deleted by human mistake or a faulty rule or perhaps the agent should have marked it as spam instead of deleting it.

6 replies

T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • July 12, 2016
Keeping the [Show Activities] button active in deleted tickets would be very helpful.

At the moment, I have to restore ( undelete ) the ticket so that I can use [Show Activities] and see who the Agent that deleted the ticket was.

 

A
Contributor

Hi Thanos,


Thank you for the feedback, and yes, you are right in saying that you will have to restore (undelete) a ticket to view it's activity log using the "Show Activities" option. However, from what we have observed, tickets are not restored often from the spam / trash folder. Considering this, we chose to keep tickets in the Trash / Spam folder lightweight and not show all the options like you would see on a regular ticket including the [Show Activities] option. We will definitely reconsider this if we see a growing interest in this request.


Also, we recently rolled out an enhancement to our ticket activities which will log the automation name as well as the actions performed by the automation when executed on a ticket. The complete details are available at the following link:

https://support.freshdesk.com/support/solutions/articles/37589-viewing-ticket-activity-history

So going forward even if an automation rule deletes a ticket, you will see a corresponding log in the activities section.


Thanks,

Arvind.



T
Contributor
  • thanos.massias
  • Author
  • Contributor
  • September 22, 2016
Dear Arvind, that enhancement to log the automation name and its actions was much appreciated here.

 

A
Contributor

Glad that you found the enhancement useful, Thanos! Thanks for the feedback :)

O
Community Debut
  • oscar.epiq
  • Community Debut
  • August 11, 2018

+1, I want to see who erased the ticket.

J
Contributor
  • josh.thayer
  • Contributor
  • July 2, 2019

I'd like to see who deleted a "Contact" as well.


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