Creating a ticket deletion schedule

Removing old tickets on a schedule. The one with the widest consequences, so check the scope twice.

Removing old tickets on a schedule. The one with the widest consequences, so check the scope twice.

Create one

1. Agree the retention period first.
2. Open Admin Center, then Account, then Security, then Deletion schedules.
3. Create a ticket schedule with that age.
4. Narrow it with conditions if only some tickets are covered.
5. Check what it would remove before enabling it.

Count what it will take

Build a report of tickets older than the period, with the same conditions. That number is what will disappear, and seeing it beforehand is the whole safeguard.

If the number surprises you, the scope is wrong.

Your reporting goes with them

Deleted tickets leave Explore. Volume trends, seasonal comparisons and anything year-on-year stop working beyond the retention period.

If you need long-term trends, export the aggregate figures before the first run.

Conditions narrow it usefully

Different retention for different work is normal: complaints kept longer than how-to questions, one brand differently from another. Conditions are how a schedule matches an actual policy rather than a single blunt age.

Watch the first run

Check what was removed and that nothing unexpected went with it. After that it is routine; the first cycle is the one to supervise.

Tell the people who use the history

Agents look up what was agreed with a customer two years ago. If that is no longer possible, they need to know before they need it.

See also

• What deletion schedules do
• Managing your deletion schedules
• Setting data retention