| Announced on | Rollout starts | Rollout ends |
| January 6, 2025 | July 7, 2025 | September 30, 2025 |
Zendesk is introducing a 37-month data retention limit for Explore starting July 7, 2025, to improve report loading speeds.
This announcement answers the following questions:
- What is changing?
- Why is Zendesk making this change?
- How will the data retention be applied?
- What do I need to do?
What is changing?
Today, Explore reporting allows users to interact with all the data associated with their account from its origination. That’s why customers with longer tenures and large data sets experience slow performance when executing complex reports, even when date filters are applied.
To best align our in-product experience with observed usage and boost report loading times, we’re introducing a 37-month limit on the data available in Explore.
Why is Zendesk making this change?
Customers who voluntarily limited their data availability to 37 months experienced significant enhancements in the report loading speeds. The research showed that most Explore reports and dashboards are filtered by recent time ranges like last month or last week and rarely by time ranges longer than 12 months. Introducing a 37-month limit will provide a significant performance boost to reports with minimal negative impact on the overall reporting experience.
How will the data retention be applied?
A new background Explore process will remove closed tickets that were solved more than 37 months ago. This will impact most of the Support, Chat and Talk, and AI Intelligent triage datasets. For other datasets, like Guide or Answer Bot, we will remove all data recorded more than 37 months ago.
User, organization, and custom object data will not be removed.
What do I need to do?
This change happens automatically after July 7, 2025, and any reports you have configured that use data longer than this new limit will no longer show data older than 37 months. Selecting a date range older than this limit in the reports or dashboards will not retrieve any results apart from unsolved tickets.
If your organization relies on Explore to retrieve data older than 37 months, you can export your reports and dashboards that look at data older than 37 months before the limit is applied. You can also adapt your workflow and start consuming this historical data from other sources, such as:
- Searching in the Agent Workspace,
- Exporting ticket and user lists from the Admin Center data export feature,
- Accessing the historical raw, unprocessed data from your account using the API.
If you have feedback or questions about 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.