| Announced on | Rollout on |
| August 22, 2024 | August 22, 2024 |
Zendesk has made it easier for customers without the Advanced Data Protection & Privacy add-on to delete tickets. When creating deletion schedules, you can now delete tickets based on a specific condition. For example, you can delete tickets that include or exclude a certain brand, group, or ticket tag.
For more information, see Creating deletion schedules for data retention policies.
This announcement includes the following topics:
What is changing?
Admins and agents in custom roles with permissions can now add one additional condition to the ticket deletion schedule workflow to segment their tickets. After specifying the Last updated criteria for deleting tickets, agents can click Add condition to add another condition.
Agents can choose one additional condition from the dropdown list: custom fields, brand, form, group, organization, requester, tags or type. They can then choose any of the given operators to include or exclude tickets with the criteria from being deleted with a deletion schedule.
In the example above, the deletion schedule will delete all tickets that have been closed and not updated for three years and do not contain the tags “retention” and “do-not-delete.”
The Advanced Data Privacy and Protection (ADPP) add-on is recommended when creating advanced data retention policies because it allows you to activate multiple deletion schedules. The add-on also lets you build multiple custom conditions for deleting tickets. See Creating multiple ticket deletion schedules for advanced data retention policies.
Why is Zendesk making this change?
Zendesk understands there are tickets you might need to keep from being deleted and this gives you flexibility to exclude certain tickets from deletion.
What do I need to do?
This feature is available in your account now; no action is required. You can go to Admin Center > Account > Security > Deletion schedules to create a ticket deletion schedule and add an additional condition.
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.