Deleting Tickets

You may want to delete a ticket for a variety of reasons such as spam, testing, legal, or data analysis. Delete individual tickets from the footer menu or in bulk from your Tickets List. 

To delete a single ticket:

  1. Go to the ticket you want to delete.
  2. Click the Show More icon from the footer menu.
  3. Click Delete.
  4. (Optional) Click Block User to also block the user from submitting tickets in the future. 
  5. Click Delete ticket to confirm.

To delete multiple tickets:

  1. Click the Tickets icon in the side panel.
  2. Hover over the user icon on a ticket and click the checkbox. 
  3. Repeat step 2 to select multiple tickets.
    Note: You can click Select all tickets in page to select up to 50 tickets at once. 
  4. Click Delete at the bottom of the page. 
  1. (Optional) Click Block User to block the user from submitting tickets in the future. 
  2. Click Delete Ticket
Note:
Deleting a ticket removes it from your Wix Answers account, but does not delete it from your customer's mailbox. 

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Working with Views on Your Tickets List

Views allow you to organize your Tickets List by filtering for tickets that match certain conditions. Add filters to your default views to create custom views, then save them for your entire team to use. In each view you can select a language to view relevant tickets. You can also create views that only appear in certain languages. Important:To save views, you must be an administrator or have a custom role with Create, update, and delete views enabled in the Ticket List & Saved Replies permissions.Preset Ticket ViewsYour Tickets List comes with five preset views you can use as starting points for filtering your list of tickets.Show me moreYour default ticket views consist of:All tickets: Every ticket in your Wix Answers account. Replied by me: Tickets you replied to.  Spam: Tickets marked as spam. Learn More All open tickets: All tickets in the Open status. This view helps you understand how many tickets are currently in need of a reply. Learn more about ticket statuses.Open & assigned to me: Tickets in the Open status that are assigned to you. Tip:Sort tickets in each view by date to make sure you're working on tickets that have been waiting for updates the longest. Creating Custom Ticket ViewsKeep your Tickets List organized by adding filters to, or changing the filters of, existing ticket views to create custom views that can be saved for other team members to access. Choose from a variety of filters to create views tailored to your organization's unique needs.Show me howTo create a custom ticket view: Click the Tickets icon in the side panel.  Hover over the view you'd like to edit and click Edit. Edit a filter or click Add Filter to add a filter. Choose from the following filter(s): Ticket filters: Add ticket filters to your view.  Status: Filter tickets by status, such as open, pending, or solved tickets. Learn More Priority: Filter tickets by their priority level. Learn More Labels: Filter tickets that either include or exclude specific labels. Learn More Source: Filter tickets by the channel or source used to submit the ticket. Learn More Related to Article/Category: Filter tickets that are linked to specific knowledge base articles or article categories and subcategories. Learn More Countries: Filter tickets according to the country associated with the IP address the ticket is from. Learn More Date Created/Updated: Filter tickets by the date the ticket was created or updated. Learn More Spam: Filter tickets marked as spam. Learn More SLA: Filter tickets by SLA policy target timeframes. Learn More Received from / Sent to: Filter tickets received from or sent to specific contacts and companies. Learn More  Agent filters: Add agent filters to your view.  Assigned to/by: Filter tickets assigned to or created by specific agents or groups. Learn More Replied by: Filter tickets that have been replied to by specific agents. Learn More  Satisfaction: Filter tickets with positive or negative customer feedback. Learn More Call filters: Add call center filters to your view. Learn More Queues: Filter calls by queue.  Lines: Filter calls by phone line.  Call status: Filter calls by status. Call handled by: Filter calls by the agents that handled them.  Call Duration, Start & Wait Time: Filter calls by their duration, wait time and time range. Custom fields: If you've created custom fields, you can filter tickets by the information from each field. Learn More (Optional) Save the view for all agents to use: Note: You must be an admin to save views.  Click Save View as or click the Save View drop-down and select Save View as. Enter a name for the view and click Save View.  Notes:  To update an existing custom view, click Save View, then click Yes.  To revert to the last saved version of the view, click Reset View. Tip:Add multiple filters to a custom view to fine-tune the tickets it displays. Language-Specific Ticket ViewsWhen you create a new view, you can select it and change the language on your Tickets List to display tickets from a specific language. Alternatively, you can create views that only appear when you select the relevant language on your Tickets List. Make sure to add the language in your Wix Answers account first.  Show me howTo change the language of your Tickets List:Click the Tickets icon in the side panel. Click All languages and select the language of the tickets you'd like to display.To create a view for a specific language:Click the Tickets icon in the side panel. Click All languages and select a language that is not your account's primary language.Follow the steps in the Creating Custom Ticket Views section above. Once created, the view is only visible when you select the relevant language on your Tickets List. 

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Modifying Tickets in Bulk

Apply actions to multiple tickets at once from your Tickets List. Select your tickets then choose which action to apply - set status, set priority, assign, delete, or reply. To modify multiple tickets at a time:Click the Tickets icon  in the side panel.Hover over the user icon on a ticket and click the checkbox. Repeat step 2 to select multiple tickets.Note: You can click Select all tickets in page to select up to 50 tickets at once. Select a bulk action at the bottom of the page:Set Status: Change the status of all selected tickets.Set Priority: Set a priority level for all selected tickets.Assign: Assign a team member or group to all selected tickets.Delete: Delete all selected tickets.Note: Click Block User to also block these users from submitting tickets in the future. Reply: Send the same reply to all selected tickets.Choose the relevant bulk action options to apply to each ticket selected. Tip:To adjust the amount of tickets displayed on the page, scroll to the bottom and click 15, 30, or 50 next to Tickets per page. 

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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. To ban a user:Go to a ticket from the user you'd like to ban.  Click the Show More icon  next to the user's name at the top right. Click Ban user. Click Ban this user. To unban a user:Go to a ticket from the banned user. Click the Show More icon  next to the user's name at the top right. Click Unban user.Note:You can also ban and unban users from your Contacts page.

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