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.
The default
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
Closed tickets are archived after a period. They leave views and behave differently in search, but they are still there and still reportable. People meet archiving and assume data is being removed, and it is not.
Deletion schedules
Where you have an obligation to remove data after a period, deletion schedules do that: tickets, attachments, end users, all on rules you define. That is part of the advanced privacy add-on rather than standard, and it is the proper mechanism for a retention policy.
Reporting has its own horizon
Worth knowing separately: Explore keeps ticket data for a bounded period for reporting purposes, which is not the same as the ticket being gone. If long-term trend analysis matters to you, check that limit rather than assuming ten years of history will be there.
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