Question
Are tickets and ticket data kept permanently on my Zendesk?
Answer
When you delete a ticket, Zendesk soft deletes it, and its information is retained for 30 days. Finally, 90 days after the initial deletion, Zendesk removes the shell ticket, and the original ticket is permanently deleted.
If you have the Advanced Data Privacy and Protection (ADPP) add-on, you can create multiple ticket deletion schedules to automatically remove specific types of tickets. Available conditions include:
- Brand
- Organization
- Tags
- Custom fields
- Status
- Form
- Group
- Attachment
The Attachment condition lets you:
- Delete only tickets that include attachments
- Keep tickets without attachments
- Combine the attachment condition with other filters for tailored retention rules
Note: The Attachment condition does not currently detect attachments in messaging conversations.
For more information, see the articles: