Deleting Ticket Replies

You can delete replies from tickets to remove their contents from your account. We recommend deleting replies that contain private information such as credit card numbers or passwords. Alternatively, you can edit replies without completely deleting them. 
Note:
Deleting a reply removes it from the ticket in your Wix Answers account, but does not remove it from your customer's mailbox or mobile device (for WhatsApp or SMS). 

To delete a reply:

  1. Go to the relevant ticket.
  2. Scroll to the reply you wish to delete.
  3. Hover over the reply message and click the Show More icon  on the right.
  1. Select Delete reply. 
  2. Click Yes, Delete to confirm. 
Tip:
We recommend adding an internal note whenever you delete a reply. This way, other team members that need to view the ticket can easily understand why you deleted the reply. 

Related Articles

Working with Tickets

Editing Ticket Replies That Have Already Been Sent

Edit ticket messages in case customers or team members replied with private information by mistake (e.g. credit card numbers, passwords). Note: Editing a sent reply changes the message as it appears in the ti

1 min read
Read Article

Working with Tickets

Forwarding a Ticket

Forward a ticket when you want to send its initial message to another email address.Need to CC someone?You can CC (Carbon Copy) contacts if you'd like them to receive copies of the ticket and have the ability t

1 min read
Read Article

Working with Tickets

Creating a New Ticket From Your Customer's Reply

Create a new ticket from your customer's last reply whenever you need to split a ticket into two. We recommend splitting tickets when customers reply with new unrelated questions. To create a new ticket from yo

1 min read
Read Article

Working with Tickets

Move a Reply to Another Ticket

You can move replies from one ticket to another in case the customer or team member replied to the wrong ticket. Note: To move a reply to another ticket, both tickets must have the same owner.  You can move

1 min read
Read Article

Working with Tickets

Banning a User

Block spammers and abusive users from using your support channels by banning them. When you ban a user they can no longer send or receive tickets via your support channels. You can unban them later if needed. T

1 min read
Read Article