Automatically Delete Tickets in Zendesk

delete tickets zendesk

One of the biggest challenges for any business today is managing data storage costs. As your Zendesk instance grows over time with more tickets, users, and organizations, your data storage needs will also grow – potentially leading to hefty fees if left unmanaged. Fortunately, Zendesk provides a new built-in feature, Scheduled Deletion, allowing you to set up automatic deletion schedules for tickets, users, and organizations. This means you can configure Zendesk to automatically bulk delete closed tickets without manual intervention after a certain period to free up storage space and stay within budget.

Why you need to delete closed tickets in Zendesk

Limited Storage

Zendesk provides a fixed amount of storage for your account. Regularly bulk deleting old, unused tickets and data helps prevent exceeding this storage limit and facing additional fees or restricted account usage. The scheduled deletion feature allows you to automatically delete tickets that are no longer required, ensuring you stay within your storage quota.

Compliance and Data Retention

Adhering to data privacy laws is another compelling reason to delete customer data after a certain period. Zendesk’s scheduled deletion feature automatically lets you delete closed tickets after a set time. You choose how long to retain data for different ticket types to meet your compliance obligations.

How to create ticket deletion schedules

Scheduled deletion gives you the flexibility to find the right balance for your unique needs. You can schedule the deletion of archived tickets (closed for more than 120 days) in your Zendesk Admin Center. Once a deletion schedule is created, Zendesk will automatically delete the records on an ongoing basis according to the schedule.

You can create up to 10 deletion schedules, but only one can be active at a time. Follow these steps to create a deletion schedule:

  1. From the Account section in Admin Center, go to Security > Deletion schedules.
  2. Click Create deletion schedule.
  3. Enter a schedule name. Use a consistent naming convention for ease of recognition.
  4. Optionally, add a description.
  5. Specify when archived tickets should be deleted. Enter a number for Value and choose a unit (Days, Weeks, Months, or Years) from the Unit drop-down menu. For example, to delete tickets three years after they were closed, enter 3 for Value and choose Years from the Unit drop-down menu.
  6. Preview the number of matching tickets that will be deleted when the schedule is active by clicking Preview.
  7. Click Create.
  8. Activate the deletion schedule.

Remember, deletion schedules are inactive by default. To start the Zendesk automatically delete tickets process, activate your chosen schedule: 

  1. From the Account section in Admin Center, go to Security > Deletion schedules.
  2. Click the options menu for the inactive schedule and select Activate.
  3. Confirm you understand tickets will be deleted immediately and as scheduled by checking the boxes.
  4. Click Activate deletion schedule.

Exporting Tickets Before Deletion

The biggest downside to scheduled deletions is that once data is deleted, it’s gone for good. You can no longer access those tickets or related comments, attachments, or fields. In addition, Zendesk data becomes a source of business intelligence on customers, issues, and improvements. Losing this data means losing the ability to identify useful trends and make sound decisions. If you need to retain data for business, legal, or other reasons, you’ll want to export it before it’s scheduled for deletion

To avoid losing critical data, you have a few options:

If you only need to export data once, it might be the fastest to do it manually from Zendesk. However, for scheduled or bulk exports, using the API will offer more flexibility and automation. Remember that using the Zendesk API to export data requires scripting skills and maybe even help from your IT team. 

If you’re looking for a simple and effective solution to manage either a one-time project or ongoing ticket archiving, consider using the Ticket Export & Archive for Zendesk, available in the Zendesk Marketplace. This tool is designed to simplify the archiving process by converting tickets into organized PDFs that retain the original HTML formatting and include all relevant details, such as attachments, comments, and side conversations.

The app provides flexibility in choosing where to store your exports, with options including FTP, SFTP, or cloud storage. Its automated features are designed to reduce the time spent on archiving and minimize the potential for errors that can occur during manual handling. Additionally, it offers the option to delete tickets after export to keep your system organized.

By using the Ticket Export & Archive app, you can improve your record-keeping efficiency and adhere to industry standards. If you have any inquiries or need custom functionality, the Knots Consultant Team is there to assist you. 

Whichever export method you choose, be sure to test your exports on a small sample of data first. Validate that all necessary fields and information are captured correctly before performing a full account export. This will help you identify and resolve any issues before exporting all of your critical data.

Wrapping Up: Maximizing Zendesk’s Scheduled Deletion While Safeguarding Your Data

Scheduled deletion in Zendesk helps you manage storage costs and comply with data retention policies. However, it’s important to remember that once data is deleted, it is gone permanently. So, before turning on deletion, it’s important to consider exporting and archiving any important tickets outside of Zendesk. Although the built-in export features are helpful, try using the Ticket Export & Archive app for maximum control. 

With thoughtful planning, you can benefit from scheduled deletions without losing access to the data you still need. As you make decisions for your Zendesk instance, strive for a balance between budget and compliance.

Our team is here to help you if you have any questions about exporting Tickets in Zendesk.