| Announced on | Rollout starts | Rollout ends |
| February 8, 2023 | July 10, 2023 | July 17, 2023 |
On July 10, 2023, Zendesk is introducing a 365-day limit for the amount of time it retains stored copies of the email comment files associated with the View original email feature in Support. This feature is rarely used after the first two weeks, and customers will be able to download the email copies during the 365-day period to keep them. This update will have no impact on email comments within the ticket history or conversation view.
This announcement includes the following topics:
What's changing, and why?
Currently, there's no limit for the amount of time the View original email feature in Support displays stored email files, even though those files are rarely accessed by customers after the first two weeks. If your account is forwarding email through your own domain, the email source files remain available within that domain or service for as long as the retention period is.
Starting July 10, 2023, a 365-day limit will be applied to the stored email files for the View original email feature, and any stored files older than 365 days will be removed automatically after that same date.
This change allows us to streamline our data practices and to better align our product experience with customer usage.
How will this affect me?
Starting July 10, 2023, the new 365-day retention limit for stored email files associated with the View original email feature will be applied to all new inbound email comments. On that same date, any existing stored email file copies associated with the feature that are older than 365 days will be removed as well.
What do I need to do?
No action is required. As of July 10, 2023, the View original email feature will only be available on comments for 365 days, and any stored file copies older than that will be removed on that date as well.
To preserve the source files of some of these comments beyond the 365 days, they can be downloaded on a case-by-case basis using these instructions.
As always, we’re here if you have questions or need support. Here’s how to contact us.
2 Comments
Could this be updated to count from the time a ticket is archived instead of the date the email is received? So that one can fully audit a tickets' emails until a specific period after archived.
Considering rare tickets related to long unresolved topics, in which it'll be useful to have all records available until they're done with.
Zendesk has changed the rollout date for this update to July 10, 2023. It was previously scheduled for June 26, 2023.
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