Frequently Asked Question

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What is the difference between closing and deleting a ticket?

Closing a ticket moves it out of "active treatment", it is supposed to have undergone treatment and no longer requires attention (it can be re-opened, though).


When a ticket is deleted, its related messages and attachments are deleted. The definition of the ticket and its history continue to exist though, for status follow up. Information about the sender is lost at this point, since the sender has been stored hashed (SHA256) in the ticket - this is effectively a privacy measure (by design).


A ticket (and all of its details) can be permanently deleted by browsing to the ticket's details when closed, and clicking "Delete all content of this ticket". This action is irrecoverable.


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