Announced on | Rollout on |
December 13, 2023 | December 13, 2023 |
We are excited to announce the release of advanced data retention policies to the Advanced Data Privacy and Protection (ADPP) add-on. You can now create advanced deletion schedules for tickets in Zendesk Admin Center to automatically delete tickets closed after a period of time and segment by brand, which helps you manage your data storage and comply with global privacy legislation such as GDPR and CRPA.
This feature is offered with the Advanced Data Privacy and Protection (ADPP) add-on, which is now available for purchase.
The Advanced Data Privacy and Protection add-on is for customers with advanced data privacy and security needs beyond the strong security we already provide for every Zendesk customer. The Access Log API is already available with this add-on, and we are planning additional features to include advanced redaction, data masking, and advanced encryption in future releases.
This announcement includes the following topics:
What is changing?
Once the add-on has been enabled in your account, you can create multiple deletion schedules to automatically delete tickets based on the criteria input in the condition builder.
The condition builder allows you to create conditions to meet your data retention requirements. The first advanced condition available for this feature is Brands. This condition enables you to:
- Create multiple schedules for ticket deletion.
- Set the time period after which closed tickets that have not been updated will be deleted.
- Create different schedules for different brands (for example, all tickets from brand A will be deleted after three years, while another schedule for brand B will delete tickets after five years).
- You can exclude by brand by using the “is not” condition (for example, delete all tickets closed after three years except for tickets in brand C).
More advanced conditions will be released incrementally with Form, Type, and Organization to follow next. To give your feedback on which conditions we should build next, please complete this short form.
Why is Zendesk making this change?
Zendesk is committed to giving you control over your ticket data, including deciding which data you keep and which data you delete.
What do I need to do?
To purchase the Advanced Data Privacy and Protection add-on and create advanced data retention policies, see Buying the Advanced Data Privacy and Protection add-on.
See Creating multiple ticket deletion schedules for advanced data retention policies to learn more.