How to move tickets to trash?
When a client submits a query using any channel, a ticket is generated in the system. You can find that ticket displayed in the staff portal inbox. These tickets are assigned to staff members for resolution of client query.
Just like any other inbox, you can perform various operations on the ticket including deleting the tickets displayed. Using mass operations, you can select multiple tickets and through the
gear icon that appears on the top left corner of the ticket listing board, you can choose to move the tickets to the trash folder.When you open a ticket, on the right side through the
icon you can choose to move the ticket to the trash folder. You can access the trash folder through the left-hand panel of the inbox as a predetermined filter. Here you will find all the tickets moved to the trash folder.
The trash folder and all the tickets in it can be viewed in just a click. In the inbox, under the left hand panel in filters you can see predefined filters. Here you can also view the trash folder along with the count of tickets in this folder. If you wish to restore a ticket from the trash folder, from the more list icon
on the top right corner of the screen you can choose to move the ticket to the inbox folder again.
From the mass operations available in the trash folder, you can choose to restore tickets by moving them from the trash folder to the inbox. You can select multiple tickets and restore them back. You can also choose to delete the tickets one by one from the system or delete all of them at a time by emptying the trash folder altogether.
If you wish to allow staff members to move incidents from the inbox to the trash folder and delete these incidents from the trash folder, you can do so from
Admin settings>user>role>update role, you can enable the staff to move incidents to the trash folder and also delete them altogether.
