Announcing a new condition to delete tickets with attachments

Announced on | Rollout on
July 22, 2025 | July 22, 2025

We are excited to announce a new condition in ticket deletion schedules that allows customers to filter tickets based on the presence of attachments. This gives customers greater control over their data by allowing them to delete only tickets that include attachments while retaining those that do not.

This feature marks the first step in our broader effort to provide more flexibility in managing attachments, including upcoming support for deleting attachments within tickets with attachment deletion schedules.

Note: This condition does not currently detect attachments in Messaging.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Customers now have even more customization options for defining which tickets are deleted based on a range of conditions including brand, organization, tags, and custom fields, depending on the retention policy.

Why is Zendesk making this change?

Data retention policies are critical for companies to ensure regulatory compliance. For example, General Data Protection Regulation (GDPR) legislation requires EU companies to retain personal data only as long as necessary.

This new condition allows customers to delete tickets with attachments that are no longer needed, reducing unnecessary attachments and storage costs.

What do I need to do?

No action is required. This feature is available now in your Zendesk account. For more information, see Creating ticket deletion schedules.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.