This is a very simple request; I would like to give any user the ability to delete and/or edit their replies within each Ticket.

Thank you,

i like the idea but with a time limit.

If reply

Other wise people could keep editing their tickets and then you get a phone call cause your didn't see and edit when a reply would have alerted you.

It is a bad idea for a support ticket system. Even with time limit you have to implement delayed email response mechanism to allow for the edit. It is not worth it. If correction is needed then simply append to the ticket and it becomes part of the ticket's history.

Point taken peter. How about we only give admins and staffs (not regular users) the ability to delete posts? That way the admin/staff can clean up some tickets only if necessary. I'd at least like to be able to delete or edit the Internal notes.

The edit/delete feature could be enabled or disabled in the Admin Control Panel.

Hmm... I'm also not in favor of this. I guess I just see the ability to edit/delete information from the public ticket thread as a feature that could easily be abused and then, that aside, you're still left with the issue of notifying customers and staff that those changes have been made.

More important than that, though, from my perspective, it's a ticket system, not a forum. Tickets aren't intended to be discussions. They're a procedural step-through of requests/responses/actions that need to be taken in order to solve a problem. Being able to edit or delete an earlier entry in the ticket history defeats that purpose. It's like hitting step 12 in a set of instructions and finding that it says "OK, now go back and read step 1 again and start over, because we changed it while you were doing step 7" and suddenly you end up building an entertainment center instead of the desk you thought you purchased.

So even if there are errors and corrections in earlier entries that need to be dealt with, I think it's important that they are dealt with in the course of the ticket history. "Oh, I made a mistake back there." needs to be said when it's found so it can be dealt with at that time, according to the steps that have already been taken, not just corrected in the original entry.

9 months later

we need this feature

several times we have had a staff member update the wrong ticket by mistake. In this case it confuses the next person that reads it even though there is another message saying it was a mistake. it just creates a mess and it would be nice if at the admin level we can go in there and clean it up.

look at this link (http://osticket.com/forums/showthread.php?t=2623&highlight=delete)

it will help you.

6 months later

look at this link (http://osticket.com/forums/showthread.php?t=2623&highlight=delete)

it will help you.

Thanks ozkr, this link is really helpful.This problem is quite complicated and it needs more suggestions from other members.

a month later

I would very much like to see the ability to Edit for Staff and higher. It is ridiculous to append a new entry when you need to fix a mistake/typo. That just contributes to a mile long ticket window. Offer the feature and let individuals decide if it is good for them or not, don't decide for them.

Possible Suggestions:

Short Description: Don't delete anything, just move it or hide it.

Long Description: So offer functionality to delete items, allow this to be assigned granularly (admins, staff, clients, specific users, etc) and instead of actually deleting the record/email/item just make it no longer visible in the ticket or just move it to a "recycle bin" or something similar (empties automatically ever X amount of days, or never, let admins decide). Have some sort of auditing feature on the backside (I envision something like what mediawiki has) that admins can go look at the history of activity and restore a deleted or modified item and then have an easy option to restore it if necessary. You could even have a required option to state why you are deleting/editing and have the reason show up at the bottom of the particular box that states something like

edited by user for the following reason: Phat phingers, cannot type

How does that sound?

a month later

Also a big fan of the ability to either delete or hide threads and replies.

I can understand the developer's preferences to maintain all ticket data, as from a quality perspective it is not ideal to delete evidence of work done or data collected.

If possible, I like Super's idea to 'hide' the reply rather than delete it. This works like an archive, and simply moves the response away from the main view. A handy feature would be that in doing this the admin would need to provide input as to the reason for the archive.

I read another post that I agree with - when it comes to free apps, this is one of the best, and our expectations need to remain in check. Though this would be a great addition to an already excellent app!

4 years later

i think it would be nice to have the option, we have different customers with the same name but different buidlings etc. sometimes they use the wrong ticket to fill in a reply... lets give "admins" the option to select a reply and delete them

9 years later

From a perspective of the admin I'm in favor of just deleting, not editing. The admin should have the possibility to remove updates that have nothing to do with the thread.
From users' perspective, I back the idea of editing within a timeframe, 1 day? If an email is sent out with the full text of the update, in case of editing, an email should be sent out just informing that the content was changed.

What would you think?

BTW, I'm resuming this thread because I haven't found better places where to have my say, let me know if in other threads the topic has more recent discussion, thanks.

    fzetafs

    Maybe start your own thread or look on GitHub to see if there is already a feature request made?

    Cheers.

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