Creating an end-user deletion schedule

Removing customer records that are no longer active. Straightforward, with one consequence worth knowing.

Removing customer records that are no longer active. Straightforward, with one consequence worth knowing.

Create one

1. Open Admin Center, then Account, then Security, then Deletion schedules.
2. Create an end-user schedule.
3. Set the period of inactivity that qualifies.
4. Check how many users that covers before enabling it.

Why bother

Most accounts accumulate users who wrote in once, years ago. Each is a name and an email address you are holding for no purpose, and holding data with no purpose is exactly what retention policies exist to stop.

The consequence

A deleted user leaves their tickets without a linked record. Depending on your configuration, those tickets may lose the connection that lets you group by customer.

Check what happens to a few tickets before running this at scale.

Inactivity is not the same as gone

A customer who has not written in three years may still be a customer. If your business has long gaps between contacts, base this on something better than silence.

Order matters

If you also delete tickets, run that schedule first. Removing users while their tickets remain leaves records that are harder to interpret than either outcome alone.

Watch out for agents

This covers end users, not agents. Confirm that nobody who should keep access is caught, particularly in accounts where staff also appear as end users.

See also

• Creating a ticket deletion schedule
• Redacting identified personal data
• Managing your deletion schedules