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Need to delete customer comments

Related products:Freshdesk
  • August 17, 2012
  • 13 replies
  • 57 views
M
Contributor
We need to be able to delete customer comments. As an administrator this should be available.

13 replies

A
Contributor

Agents could delete or edit answer for greater cleaning ticket.

Answers like "thanks" or other are not useful

L
Contributor
  • lee.morton
  • Contributor
  • July 7, 2014

Have to agree this is really needed.  Get so many irrelevant replies, out of office or auto responses and these just clog up the tickets

K
Contributor
  • ken.bauer
  • Contributor
  • July 31, 2014

Also need to be able to delete them so that slanderous tickets by upset customers can be removed.

D
Contributor
  • darren.iwaki
  • Contributor
  • November 19, 2014
This is greatly needed.  Surprised that it is not.
R
Community Debut
  • rob_hinks
  • Community Debut
  • August 10, 2015

We need to be able to delete or edit customer comments that contain confidential patient data that customers accidentally send us.

M
Community Debut
  • menrad
  • Community Debut
  • November 23, 2015

 I realy really need this.  Also combined with an Observer rule to get rid of "out of office" or auto responses

M
Community Debut
  • menrad
  • Community Debut
  • January 31, 2017
Anything new on this? The "PLANED" Badge sticks on this topic like forever ...

 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Folks,


First, my apologies for the lack of response on this thread. 


We don't have an explicit option to delete a reply or a note from a customer on a ticket. However, as a workaround, you could make use of the split option in the reply/note to create a new ticket out of the content of the email.


image

 


 Once the new ticket is created, you could either delete or mark the ticket as spam .


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
I
Community Debut
  • info_13731
  • Community Debut
  • October 25, 2017

But when I split the answer, a new ticket is automatically created and the customer receives an e-mail fot the new Ticket...

M
Community Debut
  • menrad
  • Community Debut
  • October 25, 2017

 This is not a good Workaround. I've the same Problem since years. Tickets always open up again that are closed and finished. I'm getting E-Mails about re-opened Ticktes and have to close them again. Please help!

B
Contributor
  • bhakti.patel
  • Contributor
  • February 7, 2018

+1

J
Community Debut
  • james.foley
  • Community Debut
  • March 29, 2018

The split and delete workaround is not clean and requires us to bypass normal ticket processes. If we split tickets to clean up all of the miscellaneous garbage that appears in the ticket from auto-responses then 20% of our tickets would be deleted.

D
Contributor
  • daven
  • Contributor
  • June 21, 2018
Splitting and creating new tickets completely skews all the call stats figures for the helpdesk - and to be honest, is a hassle.

The ability to delete/edit notes (along with toggling notes from private to public and vice-versa) should be implemented for the Administrator role.

Thanks,
David.
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