Internal documentation only
This page has been marked as draft.
How long is data retained in ITRS - Zendesk tickets ? Do ITRS purge older tickets or attachments within those tickets after a certain period ?
Clients have been asking questions about data rentention within the Helpdesk. The below was an answer given to the client after consultation with CS and Legal. This would be a suitable response to any client query.
Currently all our support tickets and their attachments are held in a robust and secure system. We use industry leader Zendesk as our platform for this, with access to the internal system secure via a ITRS login.
We do not currently have any automated ways of purging tickets or removing attachments from closed tickets. If any attachments need to be redacted we can do this on a case by case basis whilst the ticket is still open or by deleting the entire ticket. Other personal information pertaining to specific users can be redacted / anonymised in different ways. At present any client account that has not been used in 2 years will result in that client account name being anonymized from zendesk tickets.
To ensure business continuity and to provide the best service in solving tickets we would prefer not to automatically delete tickets.
We were however recently part of an early access program offered by Zendesk to test certain features including the automatic purging of attachments on closed tickets, as soon as this becomes available we will implement it. This is currently in the backlog.
We will of course respond to personal GDPR requests as required.