Answered

Is there any way to delete a single email from a ticket?

We have had to ask a customer for the expirty date of his credit card in order to process a refund but the customer has provided us with all of his card information. Card number, expiry date and security code.


Obviously this is sensitive information which we do not want anybody to gain access to.


Is there any way we can delete just that email or part thereof to remove the information?



Best Answer

Hi Elliot,


Thanks for posting this on our community forums. 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!







Answer

Hi Elliot,


Thanks for posting this on our community forums. 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!






Great, that worked fine.


Many thanks

Glad to know ,Elliot. Happy Freshdesk-ing :)


Cheers!

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