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


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.


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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.


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