Article deletion - minimization as an time-independent alternative

Feature requests
1

  1. We frequently have long ticket threads that are fragmented by posts lacking in content and therefore unnecessary. Threads can easily become cluttered and difficult to navigate.

  2. In communication processes, there are very often many posts that have no real value, such as when a customer simply thanks us for a quick response. The support representative then thanks us in return and, for example, points out a delayed processing time. None of this has any relevant value.

  3. Articles can only be deleted within 10 minutes of their creation. However, this is only possible for the user who originally created the article. Other users do not have this option and cannot delete articles created by other users.

  4. We expect a supporter-specific option for post visibility. Therefore, we would like the ability to minimize individual posts within a thread.

A simple toggle switch using a symbol button (“eye open” / “eye closed” or “eye crossed out”) would be very practical.

A minimized view improves clarity without requiring content to be permanently deleted.

Here is a draft of a minimized post

zammad_Hide-Postings
zammad_Hide-Postings2198×757 70.6 KB

2 Likes
2

Yes, I also miss this feature very much.
My workaround is to delete articles on the Rails console.

It should be possible to set whether deletion is allowed or not via the role.

1 Like
3

Yes, I understand. But what do you think about just minimizing posts?

This allows you to temporarily remove (currently) unnecessary posts without deleting them.
This results in significantly improved clarity and a calmer overall communication-design.

4

Please send a like (:heart:) if you support this idea!
Otherwise, zammad will not take action and begin implementation.

5

Please don‘t bump threads like that. Thank you very much.

1 Like