Workflow recipe: Creating a ticket deletion schedule for AI agent tickets

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<p id="docs-hc-snippet" style="display: none;">AI agent ticketsare tickets for conversations that were handled entirely by your AI agent, meaning they haven’t yet been or never were escalated to a human agent.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a> are tickets for conversations that were
handled entirely by your AI agent, meaning they haven’t yet been or never were escalated
to a human agent. </p>
<p class="p">AI agent tickets count toward your account’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994#topic_izq_c22_hlb" target="_blank">data storage limits</a>. If you have a lot of AI
agent tickets and want to reduce your storage usage, you can create a ticket deletion
schedule to automatically delete AI agent tickets based on certain conditions. </p>
<div class="p">This article walks you through creating a deletion schedule for AI agent tickets that
have been closed and not modified for at least 120 days.<div class="note" id="ai_agent_tickets_deletion_schedule__note_jwb_2nl_tgc">
<span class="notetitle">Note:</span> Deletion schedules delete only <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050" target="_blank">archived tickets</a>, which are tickets that have been
closed for more than 120 days. </div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="ai_agent_tickets_deletion_schedule__ul_jym_1nl_tgc">
<li class="li"><a class="xref" href="#topic_ojg_xml_tgc">Creating an AI agent ticket deletion schedule</a></li>
<li class="li"><a class="xref" href="#topic_ecy_xml_tgc">Activating the AI agent ticket deletion schedule</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="ai_agent_tickets_deletion_schedule__ul_r4s_cnl_tgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">Understanding and viewing AI agent tickets for AI
agent–only conversations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994" target="_blank">Managing data storage in your Zendesk
account</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6388012977306" target="_blank">Creating ticket deletion schedules</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ojg_xml_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating an AI agent ticket deletion schedule</h2>
<div class="body">
<div class="p">First, create the ticket deletion schedule in Admin Center. You must be an admin or
an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with permission to
create a ticket deletion schedule.<div class="note" id="topic_ojg_xml_tgc__note_fdr_hnl_tgc">
<span class="notetitle">Note:</span> Unless you have the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection (ADPP)
add-on</a>, you can have only one ticket deletion schedule. If you don’t
have the ADPP add-on and you’ve already created a ticket deletion schedule,
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8301879320474#topic_zzt_r4y_fdc" target="_blank">edit your existing schedule</a> to include
AI agent tickets as needed. </div>
</div>
<p class="p"><strong class="ph b">To create a ticket deletion schedule for AI agent tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_ojg_xml_tgc__ol_v2b_knl_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Security &gt; Deletion schedules</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create deletion schedule</strong> &gt; <strong class="ph b">Tickets</strong>.<p class="p">If you already
have 10 ticket deletion schedules created, a message appears notifying
you that you’ve reached your limit. You must delete a schedule before
you can create a new one. </p>
</li>
<li class="li">In <strong class="ph b">Schedule name</strong>, enter <strong class="ph b">AI agent tickets</strong>. </li>
<li class="li">In <strong class="ph b">Description</strong>, enter <strong class="ph b">Deletes AI agent tickets closed and
unmodified for at least 120 days</strong>. </li>
<li class="li">Under <strong class="ph b">Conditions</strong>, update <strong class="ph b">Last updated</strong> with the following
details: <ul class="ul" id="topic_ojg_xml_tgc__ol_nvw_4nl_tgc">
<li class="li">
<strong class="ph b">Value</strong>: 120 </li>
<li class="li">
<strong class="ph b">Unit</strong>: Days </li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ALL of the following conditions</strong>, click <strong class="ph b">Add
condition</strong>. </li>
<li class="li">In <strong class="ph b">Category</strong>, select <strong class="ph b">Support type</strong>. An operator of Is is
automatically added. </li>
<li class="li">In <strong class="ph b">Value</strong>, select <strong class="ph b">AI agent</strong>.<p class="p"><img class="image" id="topic_ojg_xml_tgc__image_rbm_gjr_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia-ai-agent-ticket-deletion-schedule-condition.png" width="600"></p>
</li>
<li class="li">(Optional) Add additional conditions for deleting AI agent tickets, such as
by organization or brand.<p class="p">For help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6388012977306#topic_sxn_sfy_m1c" target="_blank">Building condition statements for
ticket deletion schedules</a>. </p>
<p class="p">If you have the ADPP
add-on, you can add deletion criteria that meet ALL or ANY conditions.
There is no limit to the number of conditions you can add. </p>
</li>
<li class="li">(Optional) Click <strong class="ph b">Preview</strong> to see an approximate number of tickets that
match and will be deleted when the schedule is active. </li>
<li class="li">Click <strong class="ph b">Create</strong>.<p class="p">Your new deletion schedule is added to the end of the
list on the Deletion schedules page as an inactive schedule.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ecy_xml_tgc">
<h2 class="title topictitle2" id="ariaid-title3">Activating the AI agent ticket deletion schedule</h2>
<div class="body">
<p class="p">Next, you need to activate the ticket deletion schedule before it will begin deleting
AI agent tickets. For step-by-step instructions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8301879320474#topic_nlj_q4y_fdc" target="_blank">Activating deletion schedules</a>.</p>
</div>
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