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

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AI agent tickets 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.

AI agent tickets count toward your account’s data storage limits. 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.

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.
Note: Deletion schedules delete only archived tickets, which are tickets that have been closed for more than 120 days.

This article contains the following topics:

Creating an AI agent ticket deletion schedule

Activating the AI agent ticket deletion schedule

Related articles:

Understanding and viewing AI agent tickets for AI agent–only conversations

Managing data storage in your Zendesk account

Creating ticket deletion schedules

Creating an AI agent ticket deletion schedule

First, create the ticket deletion schedule in Admin Center. You must be an admin or an agent in a custom role with permission to create a ticket deletion schedule.
Note: Unless you have the Advanced Data Privacy and Protection (ADPP) add-on, 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, edit your existing schedule to include AI agent tickets as needed.

To create a ticket deletion schedule for AI agent tickets

In Admin Center, click Account in the sidebar, then select Security > Deletion schedules.

Click Create deletion schedule > Tickets.
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.

In Schedule name, enter AI agent tickets.

In Description, enter Deletes AI agent tickets closed and unmodified for at least 120 days.

Under Conditions, update Last updated with the following details:

Value: 120

Unit: Days

Under Meet ALL of the following conditions, click Add condition.

In Category, select Support type. An operator of Is is automatically added.

In Value, select AI agent.

(Optional) Add additional conditions for deleting AI agent tickets, such as by organization or brand.
For help, see Building condition statements for ticket deletion schedules.

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.

(Optional) Click Preview to see an approximate number of tickets that match and will be deleted when the schedule is active.

Click Create.
Your new deletion schedule is added to the end of the list on the Deletion schedules page as an inactive schedule.

Activating the AI agent ticket deletion schedule

Next, you need to activate the ticket deletion schedule before it will begin deleting AI agent tickets. For step-by-step instructions, see Activating deletion schedules.