Plan requirement
| Subscription | Any plan |
| Access | Admin |
Tickets are kept until you delete them or a deletion schedule removes them. Archiving is a different thing entirely, and so is the Explore horizon.
Are tickets kept forever?
By default, yes. Zendesk does not remove your tickets. They stay, and they keep counting in reporting, for as long as your account exists.
Archiving is not deletion
A closed ticket is archived 120 days later. It leaves your views and behaves differently in search, and it is still there, still readable and still reportable. People meet archiving and conclude their data is being thrown away; it is not.
What if we have to remove data after a period?
Deletion schedules do that on rules you define, and they are standard rather than an add-on: every Suite plan has them, as do Support Team, Professional and Enterprise. One catch shapes the whole policy: a ticket schedule reaches archived tickets only, so nothing closed less than 120 days ago is in range. You can hold up to ten schedules with one running at a time, or ten at once with the Advanced Data Privacy and Protection add-on.
And reporting history?
Zendesk announced a 37-month limit on the data available in Explore in January 2025, then cancelled the rollout. Most accounts keep everything they always had. The roughly six per cent that were switched over keep the last three years or so plus everything since, and their older data is not being reduced further. Agent Workspace, the help centre, account exports and the API were never in scope.
Comments
0 comments
Article is closed for comments.