---
title: "Delete closed tickets on a schedule · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/ticket-retention
id: SUP-5
level: Required
risk: data
updated: 2026-10-22
tokens: 714
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Delete closed tickets on a schedule

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Inbox and tickets](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-22.

- ID: SUP-5
- Level: Required
- Chapter: [Inbox and tickets](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets.md)
- Rule: 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.
- 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.
- Risk: Data leaked or lost
- How: Tickets collect names, addresses, screenshots and health or money details nobody asked for. Set the period in [Keep one retention schedule](https://agentwranglers.se/playbook/compliance/records-and-data-map/retention-schedule.md), such as 24 months after close. Keep tickets that payment law needs as long as [Keep payment records for the legal period](https://agentwranglers.se/playbook/payments/invoices-and-records/payment-record-retention.md) says. Run the deletion as a daily job through the helpdesk's API. Keep the reason, dates and counts, which [measuring support](https://agentwranglers.se/playbook/customer-support/measuring-support.md) needs, without the text.

## Sources

- [GDPR Article 5(1)(e) on storage limitation](https://eur-lex.europa.eu/eli/reg/2016/679/oj)

## Related rules

- CMP-11 [Keep one retention schedule](https://agentwranglers.se/playbook/compliance/records-and-data-map/retention-schedule.md) in Compliance and governance
- PAY-56 [Keep payment records for the legal period](https://agentwranglers.se/playbook/payments/invoices-and-records/payment-record-retention.md) in Payments and billing

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/), which requires credit with a link. In a page, document or README you publish, add `<a href="https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/ticket-retention">Agent Wranglers customer support playbook</a>`. In code you write, add a comment next to it with the same link.

- Previous: [Tag every ticket with one contact reason](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/contact-reasons.md)
- Next: [Mask card numbers and secrets that arrive in tickets](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets/mask-card-numbers.md)
- [Inbox and tickets](https://agentwranglers.se/playbook/customer-support/inbox-and-tickets.md)