Is your Mailbox filling up with lots of resolved tickets that take up space and are no longer relevant?

This help file will show you how to easily delete or archive tickets in eDesk. 

01 Archiving tickets 

Archiving a ticket means that the ticket won't directly show in your eDesk Mailbox anymore, but it will continue to exist in the backend of the system, and so can still be viewed if needed. 
 

To archive tickets:

  1. Select the ticket(s) in question.
    The bulk actions menu is displayed at the bottom of the page.
    Bulk Actionbs menu
  2. Select Archive.
    Bulk Actions > Archive button
    Pro Tip: Once a ticket is archived, you will still be able to find it using the Filter search and Ticket Status: Archived. To find out more about Filters in eDesk, see here. 
    Archived status in Filters

02 Deleting tickets

Deleting a ticket means that the ticket is permanently deleted and cannot be recovered under any circumstances.
Note: To delete tickets, they must first be archived following the instructions above.
 

To delete tickets:

  1. As per the screenshot above, filter the tickets in your Mailbox on Ticket Status is Archived.
    The page refreshes to list the archived tickets.
  2. Select the ticket(s) to delete.
    The Bulk Actions menu is displayed.
  3. Select Delete.
    Bulk Actions > Delete buttonA warning message will display.
  4. Confirm you want to delete the selected tickets.
    The tickets will be permanently deleted from the system.

Further Reading

To learn about snoozing tickets, see here.
To learn about creating folders in your eDesk Mailbox to categorize your tickets, see here.