Announced on | Rollout on |
May 16, 2024 | May 16, 2024 |
We’re excited to announce the addition of new conditional statements to ticket deletion schedules for customers with the Advanced Data Privacy and Protection (ADPP) add-on. The conditions available are Last updated, Brand, Form, Type, Requester, Organization, Tags and Custom fields.
What is changing?
Customers with this add-on now have even more customization for defining the tickets that get deleted based on a range of conditions such as brand, organization, tags, and custom fields depending on the retention policy.
Customers can create multiple deletion schedules to accommodate their varying needs across many business lines. For example, customers can use the new conditions to segment tickets based on custom fields set on the ticket, such as:
- Schedule 1: Delete all tickets with the custom field “Department” with the value “Logistics” 2 years after the ticket has been closed.
- Schedule 2: Delete all tickets with the custom field “Department” with the value “Sales” 3 years after the ticket has been closed.
Why is Zendesk making this change?
Data retention policies are critical for companies to ensure regulatory compliance. For example, General Data Protection Regulation (GDPR) legislation requires EU companies not to retain personal data longer than necessary.
The expansion of these new conditions ensures our customers can delete the tickets they no longer need after the period of time specific for those types of tickets and the geography of the tickets.
What do I need to do?
Customers who have the Advanced Data Privacy and Protection (ADPP) add-on will start seeing these new conditions in deletion schedules. Customers can set tickets to automatically delete once they match the conditions in the builder. For more information, see Creating multiple ticket deletion schedules for advanced data retention policies.
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.