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Creating end-user deletion schedules



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Kristie Sweeney

Zendesk Documentation Team

Edited Feb 21, 2025


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69 comments

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Mary O'Neill

Zendesk Product Manager

Hi Aaron C.,

Yes that's correct. Deleted tickets are excluded from most Explore reports by default. Ticket created events will not be deleted and will report on deleted tickets but solved etc. will not report on deleted tickets.

To report on ticket deletion events, use the Updates history dataset to create a report with the Activity > Deletions metric. SLA data from deleted tickets is also retained in the SLAs dataset.

 

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Hello Anunay Sinha, Is there a plan to be able to create user deletion schedules?

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This is helpful option! As for GDPR I think it is as important to be able to delete contacts that we didn't communicate with for e.g. 3 years. Is this issue in the picture as well?

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Ivan Miquiabas

Zendesk Customer Care

Hi Gicheol Shin (Casey)
 
Thanks for reaching out! Yes this is already published as available. This is also available on all plans. Please check the announcement here.  
 
 
Cheers! 

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Ivan Miquiabas

Thanks, but I mean associated users deletion. I want user deletion schedules and wanna know when this feature will be launch.

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Ivan Miquiabas

Zendesk Customer Care

Hi Gicheol Shin (Casey), 
 
 
If you are referring to just specific user deletion only, there is no announcement yet on when this will be added as a feature. So I would recommend writing a feedback about it here
 
 
Cheers!  

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Thank you, Ivan Miquiabas

I've noticed a feature request on the admin center feedback post, and there's a comment stating that the feature is expected to launch this quarter. I would like to know when and how I can start using it. Can you provide assistance?

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Ivan Miquiabas

Zendesk Customer Care

Hi Gicheol, 
 
Since this has already been on the roadmap it was mentioned this quarter, we need to stay tuned on the development. I would suggest going in to the comment thread and follow up from the Product Managers. As of the momen this is not yet available but this will be announced here
 
 
Cheers!

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Hi,

Would it also be possible to add a function to only delete attachments and not the ticket?
For us we want to keep the tickets for statistical data but remove all attached files.

This function would also help with storage.

Best Regards,
Martin

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If you need to keep a record of the tickets outside Zendesk before deleting them, I recommend this app:

Ticket Export & Archive by Knots

https://www.zendesk.com/marketplace/apps/support/1010199/ticket-export--archive-by-knots/

It stores tickets as PDF, including comments, ticket fields and attachments in a cloud-storage folder.

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Mary O'Neill - you mentioned exclusions based on custom field will be coming in H1 2024. Will those (or other exclusions) be available for all customers or just as part of the Advanced Data Privacy and Protection add-on?

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Jon E McClain

Zendesk Luminary

Would this also include Sunshine data? 

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Mary O'Neill it's very important for us that the standard functionality allows for only deleting attachments(file storage) and not whole tickets. As you can see we have a lot of space left for tickets and want to keep the statistical data and not lose it just because tickets needs to be deleted.

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Is it possible to add another parameter on which we could delete only those that are spam tickets or tickets not coming from our customers? We would like to retain them so that we can have a reference when they contact us back in the future. 

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Anunay Sinha

Zendesk Product Manager

Hi Emily Hillerman 

The ability to exclude tickets from deletion is available as part of the Advanced Data Privacy and Protection (ADPP) add-on. With the add-on, you'll be able to create more than 1 deletion schedule for tickets and segment ticket deletion by brand, tags, requester, form and organization. See Creating multiple ticket deletion schedules for advanced data retention policies.

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Anunay Sinha

Zendesk Product Manager

Hi Kurt Ferraris 

The ability to segment tickets for selective deletion is available as part of the Advanced Data Privacy and Protection (ADPP) add-on. The segmentation options available with the add-on are brand, tags, requester, form and organization. See Creating multiple ticket deletion schedules for advanced data retention policies.

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Anunay Sinha

Zendesk Product Manager

Hi Alan 

The exclusions will only be available as part of the Advanced Data Privacy and Protection (ADPP) add-on

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Anunay Sinha

Zendesk Product Manager

Hi Jon E McClain 

When a ticket is deleted, all associated conversations are also deleted. Conversations which do not result in a ticket (i.e. a bot conversation) will be deleted separately. We are working to integrate that with our deletion admin settings in 2024.

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Anunay Sinha

Zendesk Product Manager

Hi Gicheol Shin (Casey) 

User retention policies is expected to launch in H2 2024. We can't pin point a quarter (Q3 or Q4) just yet.

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Anunay Sinha

Zendesk Product Manager

Hi Jaap Meijer - yes, user retention policies will solve for that use case. It is on our roadmap for launch in H2, 2024.

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Hi Mary O'Neill Could you please provide an overview which functionalities will be available for the Suite Professional plan and which will be only part of the Add-On?

Creating Ticket and/or User deletion schedules is of great importance to us, but in most cases we need to be able to add conditions like Tags/Custom fields etc.

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Hello, 

Is there a way to delete only media files and attachments in X years old archived tickets, while keeping the tickets? Frankly saying it would help a lot to keep the storage within the limits without affecting the workflow and analytics.

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Anunay Sinha

Zendesk Product Manager

The ability to create deletion schedules to delete just the attachments while keeping the tickets is on our roadmap. The exact timing is undecided at this time, but we expect to deliver it in the next 6-12 months.

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Hi! Any update on when it will be possible to set a schedule for deleting users as well? Will it be now during Q3 or first in Q4?

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Anunay Sinha can you confirm that ticket deletion schedules delete email side conversations connected to the deleted ticket?

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Hello,

 

It's been almost 1 year since this response [1]. When will it be possible to set a schedule to delete users? Is there any update on that?

 

Cheers,

Aleix.

 

[1] https://support.zendesk.com/hc/en-us/articles/6062884435866/comments/6432862416538

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Anunay Sinha

Zendesk Product Manager

Hi Aleix Paytuvi Gallart - User retention policies are expected to be launched by the end of Q4' 2024. Thanks for your patience.

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Anunay Sinha how about the possibility to delete only attached files to tickets so that metadata is still saved for year over year reporting?

Attachments takes up a lot of space but I don't want to delete the whole ticket just because a customer has included attachments. 

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Anunay Sinha , is there any update regarding the possibility of setting a schedule to delete users?

 

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Could you please look to include a throttling option to this feature for clearing large back logs. Each time the Zendesk deletion takes place it generates a multitude of update events which clog up our internally built extractor. We have no way of excluding these updates from the actual updates we need. Either stop these events as they are surely unnecessary or allow throttling to say only delete 2k tickets per hour.  At the minute we are having to manually do 2k per hour so when you sometimes have client backlogs at around 500k tickets it takes an age.

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