Permanently delete tickets

[Chadh]

Hello,

In testing the new helpdesk system, I accidentally imported a number of emails as tickets. They aren't tickets. I'm wondering how I can delete them permanently so that they don't show up in the ticket DB in the future.

Thanks!

[Dennis_B]

Word of Caution:

I did the same thing as the OP, I added my email address and it imported 800 emails as tickets. I went ahead and deleted them, and that action also deleted them from my Inbox.

Yes, maybe I should have read the manual first, shame on me, but having this action taken on my email account caused a big disruption for me, and I would suggest that the this action should be changed if possible.

Maybe a brief description of what this field does would help - "Sending email to this account will cause Help Desk tickets to be created."

UPDATE: After restoring the deleted messages, I noticed 2 new email folders: "Helpdesk_archive" and Helpdesk_ignore". Both folders contained the "deleted" emails. They had just been moved to these folders. I wish I noticed those folders hours ago.

[Michael_V]

Thanks, we'll take a look at these issues

[Chadh]

Worked like a charm! I guess if I had any feedback to add, it's that once the change was made, it took a minute or two to find the new feature, as I didn't realize that I had to close the browser for the changes to take affect. Is there another way?

[Michael_V · Accepted solution]

You can enable a permission to do this in configuration/user access & roles. Edit the role you are in and enable "delete tickets".

This feature is disabled by default (which we recommend)
You can always "ignore" a ticket. It won't show up in any of the default filters but it won't be permanently deleted from the database.