Ability to delete false flags from Zendesk object

Zendesk has documented an issue where satisfaction scores can appear as “bad” due to link expanders being used: “These programs open links in the email to verify they are not malicious. Since customer satisfaction (CSAT) ratings store the last rating link clicked, a script that clicks every link will register as a bad satisfaction response.” Documentation here: https://support.zendesk.com/hc/en-us/articles/115012836948-Why-am-I-receiving-unexpected-bad-satisfaction-ratings-

With no updates in sight from Zendesk, it would be helpful to at least be able to responsibly delete tickets on the Gainsight end. Currently our Support Manager’s process around these false flags involves:

• (For accounts with positive interactions and no negative feedback) Having a CSM reach out to confirm if the client actually submitted that rating, and in all cases they either said no, or never got back to us.
• Write a report to management for every negative CSAT received, so first step is validating that it is legitimate
• When we confirm it definitely appears to be a false positive,  he deletes the ticket in Zendesk, since even as an admin, he can't change the rating and neither can ZD support
• He usually re-creates the ticket with internal stakeholders on it only, so we have a paper trail of the incident.

I share the above details to demonstrate that we take these ratings very seriously and there is a process followed to identify false flags. Ultimately we want our CSAT in Gainsight to reflect accurately and not be biased by them. If there is the ability to delete tickets in Zendesk, there should also be the option in Gainsight.