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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

If a note(email) is deleted after ex 72h completely is this the reason why some conversations aren’t linked in the same one? If only one schedule is up to be active out of 10 ,does it mean that it will delete the emails from the previous active schedule? Since i cant have 2 active schedules? (and I would like to keep some of me previous notes belonginging to the previous schedule)

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Anunay Sinha

Zendesk Product Manager

Hi evanthia dimitriou - you can create more than 10 ticket deletion schedules but keep only 1 active at any time unless you have the Advanced Data Privacy and Protection (ADPP) add-on that allows you to keep up to 10 active ticket deletion schedules. I am not sure I fully understand your question, but the deletion happens only based on “the then active” deletion schedule. Also, the deletion happens at the ticket level, not at a note or a specific comment level. If your question was something else, please elaborate it a bit.

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Anunay Sinha

Zendesk Product Manager

Hi Marty - the ability to delete only the attachments from the tickets is on our 2025 roadmap. We haven't established a specific quarter for its launch but we'll share the information as soon as we have it. Thanks for your patience!

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Anunay Sinha

Zendesk Product Manager

Hi Aleix Paytuvi Gallart - the user deletion schedules are coming very soon. The launch is expected to happen this month. Stay tuned!

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Hi Anunay Sinha and Mary O'Neill , great news! This was a very needed feature for our company!

Can you please give more information on what happens with the tickets of a deleted user?

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I have two questions.

 

1. What are the min and max days or durations we can set up the delete schedule?

Could they be set up based on day counts?

 

2. Would it delete users that still holds unsolved tickets? Will there be an option toggle this? (ex: delete all inactive but with no unsolved tickets)

 

Thanks in advance!

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Mary O'Neill

Zendesk Product Manager

Hi Milena Rusanova,

Tickets and users are decoupled, if you delete a user but not the ticket the ticket will remain and vice versa. When you delete a user and view a ticket with a deleted user, the name will be replaced with “permanently deleted user” and no trace of the user's email, fields etc. will be visible.

To delete both users and tickets older than say 3 years, you will need to create a user deletion schedule and a separate ticket deletion schedule. 

 

I hope that helps, let me know if you have further questions!

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Hi Mary O'Neill great, this was the functionality I was hoping for. One last thing → emails will be deleted from the user profile, does this include also secondary email addresses; phone number; all types of user identities?

If I understand correctly data in other user fields & custom user fields will remain visible?

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Mary O'Neill

Zendesk Product Manager

Hi Yu Sakaguchi,

 

1. For user deletion schedules there is a min of 30 days from when the user was last active and a max of 100 years. 

Could you elaborate on what you mean by day counts?

 

2. No, users will not be deleted if their tickets aren't closed. All users displayed in the count / preview do not have open tickets. 

 

I hope that helps, let me know if you have further questions!

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