Data Retention

Data Retention Policy and Settings

• By default, the Data Retention is turned off for Internal and Integrations Product Edition and turned on and set to 60 days for External Helpdesk

• You can change the retention period (7 to 365 days) in Additional Settings under Settings.

  

  Data Retention Settings
• Once a ticket crosses the configured data retention threshold:

  • All messages and ticket metadata (e.g., titles) are deleted from ClearFeed’s systems.

  • The ticket still appears on the dashboard, but without its original content.

  • Instead of showing the erased content, ClearFeed displays a direct link to the original Slack message, allowing users to reference the original conversation in Slack.

  • Statistics derived from messages are retained indefinitely while only metadata (e.g., time of arrival, author, linked tickets) is deleted.

Notes:

• Requests/tickets in Views and Collections follow the Data Retention policy. If retention is set to 7 days, selecting "Created in last 30 days" will still show only the last 7 days of requests.

• ClearFeed does not store attachments.

• Data Retention can be entirely disabled.

• If you plan to retain raw data on ClearFeed for more than 365 days, email [email protected].

FAQs

1. Can the data be restored if deleted because of the present retention settings? Answer: Data already deleted from our systems because of the present retention setting cannot be restored right now.

2. If I update the thread of the old ticket/request, will the integration still work on the thread Answer: Yes, the integration will work as we don't delete the Metadata.

3. Will the old tickets be present in Slack to refer them later? Answer: Yes, we don't delete tickets/messages from Slack.

4. Is the data retention disabled by default? Answer: By default, Data Retention is disabled for the Internal and Integration Helpdesk product edition. For External Helpdesk Product Edition, it is set to 60 days.

5. Can I disable data retention settings completely? Answer: Yes, you can disable data retention settings at the account level. When disabled, data will not be automatically deleted and will be retained indefinitely.

6. Will the older threads sync with Zendesk or will it get deleted as well? Answer: Even after the retention period the older threads continue to sync with Zendesk.

7. Can I retain data for more than 365 days? Answer: Yes and If you plan to retain data for more than 365 days, you can reach out to us at [email protected].

8. Will all the data of my old threads be deleted after the retention timeline? Answer: We just delete the title and message texts of the request. However, all operations that work on the request will continue working (for eg - syncing messages between the ticket and Slack).