This announcement outlines new data retention policies for Zendesk, specifically for support tickets and end-user accounts. To improve operational efficiency and reinforce adherence to compliance best practices like GDPR, we are implementing a standardized retention schedule for the mentioned support-related data.
Retention Policy Details
Under this new policy, we will retain both support tickets and end-user accounts for 7 years. Following the conclusion of this period, data will be eligible for secure and permanent deletion from our systems.
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Data Category
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Retention Duration
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Eligibility Condition
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Effective Date
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Support Tickets
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7 years
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From ticket closure date
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July 6
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End-User Accounts
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7 years
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From last activity date
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July 6
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Support Ticket Data
All records of support interactions, including email correspondence, chat transcripts, and internal notes, will be held for 7 years starting from the date a ticket is officially marked as closed. This period addresses regulatory auditing requirements and potential follow-up inquiries. This policy will be active for all tickets starting July 6.
End-User Account Management
An end-user account is considered inactive if it has not been used to interact with support services or related platforms for 7 years. Accounts meeting this criteria will be eligible for permanent deletion, including all associated personal data, starting July 6.
To prevent disruption of your user account, you should perform an action in the Support Portal once within the retention cycle. In this case, once every 7 years. This activity will reset your eligibility timer. A successful signin should count towards this reset.
Feedback
For any feedback, please pass it along to your assigned CSE and/or AE.
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Ron Angeles
Zuora, Inc.
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