Deleting tickets and the deletion log

Deleting a ticket removes the conversation and its attachments from your workspace. It cannot be undone, so use it only for spam, test data or content that must be removed for privacy reasons.

Every deletion is recorded: the ticket number, subject, customer, channel, message count, who deleted it and when. Owners and admins can review this log in the dashboard, which is what you need for a GDPR erasure request or an internal audit.

Images and files attached to a deleted ticket are cleaned from storage automatically in the background, so nothing stays behind after the conversation is gone.

Before you delete

Ask whether closing is enough. A closed ticket disappears from the working views but keeps the history, the CSAT score and the reporting figures. Deletion is for genuine mistakes, spam and data removal requests.

Step by step

1. Open the ticket, or select several tickets in the list.
2. Choose delete and confirm.
3. Check the deletion log in Settings: it records what was deleted, by whom and when.

Good to know

• Deleting removes the messages and attachments of that ticket; it does not delete the contact or their other conversations.
• The deletion log is what lets you answer an auditor, or a colleague asking where a ticket went.
• Restricted roles cannot delete, which is a deliberate protection; ask an administrator when a deletion is really needed.