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Deleting or hiding a ticket reply

Is it possible to remove or change an ticket update, which is sent by email, to another ticket?

I accidently replied to an email typing in an answer which should belong to another ticket. So if i can swap my answer to another ticket or copy/paste it this would solve my problem.

Is this possible?

2 replies

It is currently not possible to delete entries from within tickets, you can only delete the whole ticket. We're not sure if this option should be available to all agents at all times.

I'm converting your question to an idea and invite everyone to vote for this idea and leave suggestions.

I believe these questions may be important to discuss:

  • Allow deleting replies or internal notes or both?
  • Allow to delete them at any time, or maybe only within a certain time-frame, e.g. 5 minutes. Just enough to fix an accidentally added reply/note.
  • Allow agents to delete replies or only let admins and owners do that.

It is now possible to hide ticket replies. Hidden replies do not longer appear to end-users in the user portal or email notifications.

You can also edit ticket replies and delete internal notes from tickets.