Liberty's data retention policy is six years. As Zendesk sits outside of the IT infrastructure the following workflow is required to ensure we are compliant with this policy:
Areas in scope are:
- Ticket requesters that have not had ticket attached to them in the last six years (manual task)
- Tickets created more than six years ago (automated process)
Task 1. must be completed in its entirety for the deletion period in question before Task 2 is run.
Ticket requesters that have not had ticket attached to them in the last six years.
These can be identified via this dashboard in Zendesk Explore*, where value in the last column = NULL
*this report is filtered to only show requesters created BEFORE the data retention cut off point, therefore needs to be reset each year after point 2 is completed.
Click on the requester ID and select 'Open Link'
This will open Zendesk Support in a new tab, select 'Delete' then click 'OK'
*Explore reports do NOT update live, but are refreshed automatically circa every 2 hours
Tickets created more than 6 years ago.
Once all of requesters are deleted as per task 1 above, then all tickets created in the deletion period can be mass deleted by activating the Deletion schedule in Zendesk Admin via this link.
Allow up to 24 hours for the schedule to run and then it should be set to Inactive in preparation for repeat of the above process the following year.