Are tickets and ticket data kept permanently on my Zendesk?

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9 Comments

  • Lisa S

    Hello,

    This is good to know. Could anybody please advise how to view all tickets and archived tickets? Would a report be necessary?

    Thanks,

    Lisa 

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  • Jessie Schutz
    Zendesk team member

    Hi Lisa! 

    Archived tickets will appear in search results and individual user's profiles. Can you tell me why you need to view your archived tickets? That will help me figure out the best way to help. :)

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  • Lisa S

    Hey Jessie,

    Thanks for your response.

    We are due to migrate 4 instances into one early next year and need to ensure that our data amounts are within those quoted in the SOW. This includes number of tickets, archived tickets, ticket fields, users and fields, and finally organisations and fields. We have identified that we exceed the number of users in 2 of the those accounts. Also, I am unable to see how to find a count for all tickets and archived tickets. Could you help with any of these?

    Thanks!

    Lisa 

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  • Jessie Schutz
    Zendesk team member

    Hi Lisa!

    Thanks for the additional info! Your best bet in getting that information is probably going to be to run a report in Insights. The information doesn't live anywhere in your agent interface to the best of my knowledge.

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  • Bart

    Jessie Schutz

    Do archived tickets retain attachments? Some of our tickets have internal notes with file, pdf / excel file with a written agreement etc. Do these always remain? 

    I only assume they do as Zendesk is a CRM tool right?

    Thanks

    Bart

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  • Ben Van Iten
    Zendesk Community Team

    Hi Bart,

    Archived tickets do retain attachments indefinitely.

    I hope this is helpful!

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  • Bart

    Thanks for the confirmation Ben Van Iten

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  • Maria Ruiz Lostaunau

    this retention policy also applies if my contract ends? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Maria,

    The same will apply if your contract ends. Eventually the data will be completely removed from our database after a certain amount of time has passed. In some cases this can be helpful if you need to temporarily re-activate your account to access that data.

    Hope that clears up any confusion!

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