Removal of permanently deleted Ticket IDs

Announced on	Removal
May 13, 2022	June 13, 2022

This article is about the removal of permanently deleted ticket IDs

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

When a customer deletes a ticket, Zendesk soft deletes the ticket and retains it for 30 days. After 30 days Zendesk permanently deletes this ticket. However, the ticket record itself is not deleted, but instead, all ticket fields specific data is removed from the ticket and only the ticket ID & references remain.

Zendesk intends to remove these shell tickets 90 days after the original ticket was permanently deleted.

How will this affect me?

Starting June 13th, 2022  Zendesk will no longer retain these empty tickets 90 days after they are permanently deleted. What this means is that customers won’t have access to these shell tickets 90 days after the original ticket was permanently deleted. Customers can export these tickets using the Incremental Exports API up to 90 days after the tickets were permanently deleted. 

What do I need to do?

Customers can export these tickets using the Incremental Exports API up to 90 days after the tickets were permanently deleted. Contact us If you need access to these shell tickets longer than 90 days.