Question 1

How long are deleted tickets kept before they are gone forever?

Accepted Answer

Deleted tickets are kept for 14 days, then permanently deleted. While a ticket is in the Deleted view, an "Expires in" column shows the remaining time, with a tooltip labeled "Time until permanently deleted". After permanent deletion the ticket cannot be recovered.

Question 2

How do I restore a deleted ticket?

Accepted Answer

1) Open the ticket list and click the "Deleted" status tab. 2) Tick the checkbox next to the ticket or tickets you want back. 3) Click the "Restore" button that appears in the selection bar. You can also open a deleted ticket directly from this view.

Question 3

How do I delete a ticket?

Accepted Answer

1) Open the ticket. 2) Click the trash icon at the top of the sidebar. 3) Confirm the prompt "Are you sure you want to delete this ticket?" by clicking "Delete". The ticket is moved to the deleted tickets area, where it stays recoverable for 14 days before being permanently removed.

Question 4

Can I recover a deleted ticket?

Accepted Answer

Yes, within 14 days. Open the deleted ticket and you will see a banner reading "Ticket #{ID} will be permanently deleted {time}"; click the "Restore ticket" button in that banner to bring it back. After 14 days deleted tickets are permanently removed and cannot be recovered.

Question 5

How do I merge duplicate tickets from the same customer?

Accepted Answer

1) Open one of the tickets and expand the "More from requester" panel in the sidebar, which lists the requester's other tickets. 2) Click "Merge" next to a ticket to open the "Merge Tickets" dialog. 3) Under "Merge these", tick every ticket you want to merge. 4) Under "Into", choose the ticket that should receive them. 5) Click "Merge". You will see "Tickets merged successfully" when it completes.

Question 6

What happens to a ticket after it is merged into another one?

Accepted Answer

Its conversation is combined into the target ticket, and the merge is recorded in the target ticket's timeline. If you try to open a ticket that was merged away, Deskhero automatically redirects you to the ticket it was merged into.

Question 7

How do I create a ticket manually?

Accepted Answer

1) Go to the ticket list and open "New Ticket". 2) Enter a "Subject" (required, up to 255 characters) and a "Message" (required). 3) Under "New Requester", pick who the ticket is for; it defaults to you, and you can search existing people or type any valid email address to use someone new. 4) Under "Ticket details", set "Status", "Priority" and "Group" (all required), and optionally "Assign" a user and add a "Tag". 5) Add any custom fields with "Add field", then click "Create Ticket". A "Ticket {id} created" notification appears with an "Open ticket" shortcut.

Question 8

Which fields are required when creating a ticket manually?

Accepted Answer

Subject, Message, Status, Priority, Group and a Requester are required; you will see errors like "Subject is required", "Message is required", "Status is required", "Priority is required" and "Group is required" if any are missing. Assignee and tags are optional.

Question 9

Why are Status, Priority and Group already filled in on the New Ticket form?

Accepted Answer

Deskhero pre-fills them with your workspace defaults, and after you create a ticket it remembers the Status, Priority and Group you used and pre-fills those next time. You can always change them before clicking "Create Ticket".

Question 10

Can I create a ticket for a customer who doesn't exist in Deskhero yet?

Accepted Answer

Yes. In the New Ticket form's requester field, type the person's email address; any valid new address is offered as an option, and a display name is proposed from the email which you can edit in the "Name" field. The requester is created together with the ticket.

Question 11

Is there a way to edit all of a ticket's fields on one page?

Accepted Answer

Yes, the "Edit Ticket" page shows the ticket's fields in one form: subject and message, requester, "Status", "Priority", "Group", "Assign", "Tag" and all custom fields, plus an "Add field" button to attach more fields. Make your changes and click "Update Ticket" to save everything at once. For quick single-field changes, editing directly in the ticket sidebar is usually faster.

Creating and merging

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