Using Automations Or Triggers To Delete Tickets

Planned

43 Comments

  • Max McCal
    Zendesk Product Manager

    Hi, Ria –

    Thanks for this comment! We're exploring options now when it comes to helping you manage data life cycles within your Zendesk account. This is an important function, and one that keeps getting more important as our obligations to our customers grow under local and international law. I agree that the idea of automating this sounds very powerful. Right now, nothing to share, but it is a topic we're looking into.

    0
  • Jacob Eiler

    Due to GDPR we need delete tickets "when the data is no longer necessary for the purpose it was originally collected or processed for". In our case that is deleting tickets x days after the issue has been resolved.

    We would really like an automation rule to do this instead of having to come up with our own API-based solution.

    1
  • Daan V

    Hi Max,

    Do you have any update on this issue? This kind of functionality should be available, knowing that GDPR requires data controllers to remove data from time to time. GDPR has been around since May 2018.

    Thanks.

    0
  • Andy Seaman

    Hi,

    Please can we have an update on this.

    I can see both Jacob Eiler and Daan V have both sent follow-ups and had no reply. 

    This will potentially cause problems for our account too.

    Thanks

    0
  • Anna C

    Would anyone from the Zendesk product team be able to offer an update here? This would be a really helpful function to be able to automate. 

    0
  • Mary O'Neill
    Zendesk Product Manager

    Hi Anna C & Andy Seaman

    I am the Product Manager for the Data Deletion team, this feature is something we are looking to working on in early 2023. It would be great to follow up with you about your requirements for this feature, if it's ok I'll reach out via email and can set something up to discuss further.

    Best,
    Mary

    2
  • Gareth Foster

    Hi Mary, 

    Our particular use case is to delete closed tickets after 7 years.

    And if that user has no other associated tickets, then delete the user too. 

    Thanks,
    Gareth 

    1
  • Mark Seymour

    Hi Zendesk,

    It's now March 2023. Can we please have an update on this feature?

    We would like to not only remove old tickets but have the side effect of freeing up space. There are two features that Zendesk have said are under consideration but after 1-2 years of considering have yet to come to fruition:

    * Ability to view disk usage
    * Automation to delete tickets

    Manually deleting tickets to not an option because of volume.

    Not having the ability to delete tickets by automation will end up costing us extra money to house unwanted tickets. If it comes to that, then we'll be going to market for another product.

    Thanks,

    Mark

    3
  • Andrew Bullock

    Adding in the functionality to automatically delete tickets would be an amazing addition that would really benefit my organisation. 

    Thanks,

    Andrew

    1
  • Mary O'Neill
    Zendesk Product Manager

    Hi all,

    Thanks for your comments.

    Automation for ticket deletion is currently in development with an estimated delivery date of early H2 for version one.

    We'll be posting an official announcement in the coming weeks with more info on confirmed dates and scope.

    Thanks,
    Mary

    4
  • Marcello

    Hey Zendesk folks,

    Do we have any updates on this? We're currently looking at over 100,000 old closed tickets in our account, but only have the ability to delete them one at a time.

    2
  • Max McCal
    Zendesk Product Manager

    Hi, Marcello – We are still planning to make a release this year. We'll come back to this thread when we can make the release date known.

    2
  • Paul Riscalla

    We also need this asap. For what it's worth the help desk we are switching from to Zendesk has had this feature for 8+ years. I view this as a pretty basic feature, crazy that you cannot automate ticket deletion in Zendesk with a trigger or automation. 

    3
  • Bryan
    Zendesk Luminary

    Adding my vote and voice to this. I've been periodically asking Zendesk for a solution like this since GDPR went into effect. Because of this, our team hasn't been able to use the 'solve' status since it auto-converts to 'closed' after 28 days, and closed tickets can't be bulk deleted. As-is, we have a view that shows tickets that've been pending for 6 months and we manually bulk-delete them every day. This has been a time-consuming process/problem for us since 2016. So I'm very happy to hear that we might finally have a solution in the next few months.

    Also worth noting is that several metrics in Explore don't work unless we're able to use the 'solved' status. So this issue has really limited our ability to use several parts of Zendesk in a simple "as-intended" way.

    1
  • Andy Seaman

    Ouch Bryan that sounds like a painful way to manage the tickets! As a possible solution to you setting tickets as Pending, have you thought about just removing the automation that closes tickets after a set period of time? Not sure if removing this will have an impact on performance. Nor can I be sure if you remove this automation, whether the system will auto close them at some point anyway.

    We have exactly the same problem as did my last 2 employers who used Zendesk. If you have an engineering team to hand, you could ask them to bulk delete tickets using an API. This thread seems to talk about this solution too, though I am not sure how useful this is.

    That said, I 100% agree this needs to be a Zendesk native feature for business of all scales to remain compliant.

     

    0
  • Andrew Kenny

    Andy Seaman even if you remove the automations that close tickets, the tickets will still move from Solved to Closed after 28 days.

    I agree, looking forward to Zendesk's forthcoming fix.

    1
  • Andy Seaman

    Andrew Kenny, ahh that sucks! that's that one out the window. :( Perhaps a custom status for now that lives in the On-hold group named 'Completed'

    1
  • Blaine Light

    Need this too. Thx.

    1
  • Amie

    Hey Everyone, 

    In the interim (short of Zendesk building something into the UI). I recommend for you all look at this app in the marketplace: GDPR Search & Destroy.

    It will allow you to delete tickets from a particular date range. No coding or API skills are required. 

    https://www.zendesk.com/au/marketplace/apps/support/206749/gdpr-search--destroy/?queryID=54dce0385e0e64359cb6f7e277c07b88

    It is a paid app, however the small cost for a large functional gain in your account is a winner! 

    3
  • CCal

    Having my voice heard about this lack of feature as well.

    Can we please have an update when we can delete tickets with Triggers.

    2
  • Michiel

    Already September and still waiting for a simple way to delete tickets over 3 years old or from a specific group in Zendesk.

    0
  • Juan Arroyo

    Looks like it'll eventually be part of the Advanced Data Privacy and Protection add-on.

    0
  • Daan V

    Enabling your customer to comply with GDPR should be part of every plan. This is absurd.

    3
  • Mary O'Neill
    Zendesk Product Manager

    Hi all,

    There will be a standard version of this feature available on all plans.

    We are currently running a Beta version called Timed Ticket Deletion, which will allow you to delete all tickets that have been closed and not updated for a specified period of time ex: delete all tickets closed and not updated more than 3 years.

    This invite is open to all, please comment with your interest and we will email you more info and turn the feature on for your account.

    Mary

    2
  • Daan V

    Hi Mary,

    Thanks for informing. I would like to receive more information, thanks.

    0
  • Leonardo Santos

    Mary O'Neill Hi,

    I would like to receive more information on how to participate in the Beta version, how ticket deletion criteria will be determined, whether data in Explore will be retained, and if there will be a way to measure how many tickets have been deleted.

    0
  • Ben Saffran

    Hello Mary O'Neill,

    My company would also be interested in being added to the beta. This would be a super helpful tool for us. Can you reach out to me so we can begin the process?

     

    0
  • Sylvain

    Hi Mary O'Neill

    Please include me in this as well. Such a feature is a must have for us.

    Thanks

    0
  • Andrew Kenny

    We'd like some more info on this too please Mary O'Neill! Interested to know if this feature can carve out tickets to delete by Brand, Group, etc. and also if it deletes End User data too for full GDPR compliance. Thanks!

    0
  • Christian Arvidsson

    Mary O'Neill I'd also very much like an invite to this as well as more info on when you intend to implement this fully. The release seems to have been pushed repeatedly and it baffles me that you've not made this happen earlier ><.

    0

Please sign in to leave a comment.

Powered by Zendesk