Data retention
Archive or delete closed tickets automatically after a set number of days.
Settings → Data retention
Automatically archives or deletes closed tickets once they've sat closed for a set number of days. One policy per ticket type, off by default — nothing is touched anywhere until you explicitly enable a policy. Editing needs the data-retention permission.
What counts as eligible
A ticket becomes eligible once it's in a final status and that status hasn't changed in at least Days after closing — reopening a ticket (moving it out of a final status) removes it from consideration until it's closed again and the clock restarts.
Active (non-final-status) tickets are never touched, no matter how old they are.
Archive vs. delete
- Archive — hides the ticket from normal views; the record is kept rather than deleted, though there is no button to restore it from the app. Already-archived tickets are skipped on later runs.
- Delete permanently — removes the row outright. Not reversible. Applies even to tickets an earlier Archive policy already archived.
Preview before enabling
Preview shows how many tickets would be affected right now with the days/action currently entered — before you save or enable anything. Always check this after changing the day count, since a much smaller number than expected usually means the count needs adjusting, not that the feature is broken.
When it runs
Once a day, automatically, for every enabled policy — not on save, and not on-demand from this page.