Setting up deletion schedules for ticket and bot conversations in Zendesk

Since last year you've been able to setup deletion rules in Zendesk. These rules allow you to define one or more rule sets which look at your tickets and delete applicable tickets from your instance.

This kind of deletion is useful for a manner of reasons. One reason could be to keep the data usage of your Zendesk under control. By structurally deleting tickets after a certain time you can keep the amount of tickets – and thus your data – storage under control.

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Internal NoteThomas Verschoren

Another reason might be privacy and security. The less data you own of your customers, the smaller the attack surface for potential data leaks. Since privacy regulations like GDPR advice for data minimalization and only keeping data that is relevant for your business, setting up rules that delete tickets older than a specific age is an easy way to keep the personal data you store under control.

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