Admins can now delete a customer's message from a closed ticket. By removing a customer's message containing personal information from the chat view, your company can stay secure and compliant with privacy regulations.

All content, including text, image, and video files can be deleted from a closed ticket. However, the deleted message is irreversible even when the ticket is reopened.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/3d16f54a-bcb2-46e5-8f54-0e460321ef42/Desk_In-chat_msg_deletion_(1).mp4

The way a message is deleted from the dashboard is different from the way in a client app as below:

<aside> 💡 Note: When exporting message data, the log of a deleted message is included, but the message itself is marked with the deletion message, "Admin deleted this message.".

</aside>

To delete a message

  1. Go to the Ticket details view of the closed ticket.
  2. Click the overflow button of the message you want to delete.
  3. Click Delete.
  4. Click Delete once more.