Agent WranglersSUP-5Required
Delete closed tickets on a schedule
Delete or anonymise the personal data in each closed ticket at the end of a set period from the retention schedule. Include attachments, call recordings and chat transcripts.
How to do it
Tickets collect names, addresses, screenshots and health or money details nobody asked for. Set the period in Keep one retention schedule, such as 24 months after close. Keep tickets that payment law needs as long as Keep payment records for the legal period says. Run the deletion as a daily job through the helpdesk's API. Keep the reason, dates and counts, which measuring support needs, without the text.
How to check
A query finds no ticket closed before the period that still has a name, email, message body or attachment. Tickets with a recorded legal hold are the only exception. The daily job's last run is less than 48 hours old.
Sources
Related rules
- CMP-11 Keep one retention schedule in Compliance and governance
- PAY-56 Keep payment records for the legal period in Payments and billing
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