Plan requirement
| Subscription | Any plan |
| Access | Admin |
Within 90 days of cancellation, yes. Ninety days after an account is cancelled or terminated, an automated process begins that permanently deletes your service data, and once it has started it cannot be reversed.
We cancelled last month. Can we still get the tickets?
The account can be reactivated, and your data comes back with it. Reactivation is requested by the account owner, so find out today who that is on your account, because a request from anybody else does not count.
Reactivating has a cost attached: Zendesk bills the account for what is owed from the cancellation date through to the current billing period. Check that before somebody promises the board this is free, and it is still cheaper than the data being gone.
Ask us the day you find out, with the subdomain and the cancellation date. Do not gather requirements first.
Treat the deadline as running from the suspension if the account was suspended before it was cancelled. Zendesk describes the 90 days from the cancellation date in one place and from the suspension date in another, and the difference is not worth testing with your own data.
After the 90 days
The data is gone, and there is no archive to appeal to. That is deliberate: deletion after cancellation is what your own customers are entitled to expect of you.
Which makes the preventive measure the whole article. Before any cancellation, export tickets, users, organisations, and your help centre content and theme. If a cancellation is merely being discussed, export now: an unnecessary export costs an afternoon, and a missing one cannot be fixed. Then keep the files somewhere findable, because an export on the laptop of somebody who has also left is not much better than none.
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