Status for "Deleted" tickets so they can be audited
We really appreciate you making the option to truly delete tickets. This was super helpful for accidentally created tickets and all of our tests. Now, a little change request.
Is there any way you can make deleted tickets appear to fall off to all but admin users, and have them go to some kind of "hidden pool". You could add a status called "Deleted" below "Resolved" in the drop down status list - but only make that option/pool available to global admins.
So, clicking Delete Ticket would do the following:
Trigger the "Job Cancelled" option in the ticket.
Switch the status to "Deleted" instead of "Resolved".
Make the ticket invisible/gone to all but global admin users.
Hide the ticket in a separate pool, only accessible from the ticket screen by sorting by "Status is Deleted".
That way, anyone with "delete ticket" permissions (like a store manager) can still delete tickets (and make them disappear completely to them), but global admins could still double check an audit trail.
We previously implemented a disabled approach and users frequently requested that tickets be fully deleted.
Ryan (CTO, Pinellas Computers) commented
Request to edit deleted items to show with a strike-though on the comment. This would stop the comment from printing on paper/PDF or showing in the customer portal, but would reference that the comment was made/sent at one point.