Question

Are tickets and ticket data kept permanently on my Zendesk?

Answer

When you delete a ticket, Zendesk soft deletes it as a shell ticket and keeps its information for 30 days. Ninety days after the initial deletion, Zendesk removes the shell ticket and permanently deletes the original ticket.

If you have the Advanced Data Privacy and Protection add-on, you can create multiple ticket deletion schedules to remove specific types of tickets. Available conditions include:

Brand

Organization

Tags

Custom fields

Status

Form

Group

Attachment

The Attachment condition lets you:

Delete only tickets that include attachments

Keep tickets without attachments

Combine the Attachment condition with other filters to tailor retention rules

Note: The Attachment condition does not detect attachments in messaging conversations.

For more information, see:

Creating multiple ticket deletion schedules (ADPP add-on)

Zendesk Service Data Deletion Policy