Support  ·  Records and your data

Records retention

Decide how long closed tickets are kept, purge old ones, and put tickets on legal hold.

Records retention is where old tickets get reviewed and removed, in line with your organization’s records schedule. Nothing is ever removed on its own. A Super Admin picks what goes and approves it, and every purge leaves a line in the disposal record.

Set how long to keep closed tickets

Put in the number of years (1 to 25) and click Save. It’s 3 years until someone changes it. Changing it doesn’t remove anything. It only changes which tickets are listed for review.

Purge tickets that are due

Due for review lists resolved and closed tickets older than that, oldest first. Tickets on legal hold are left off.

1. Tick the tickets to purge. Click a title first if you want to look one over.
2. Add an Approval note if you like, such as the records schedule item or a board approval.
3. Tick the box to confirm you’ve checked them against open records requests, litigation, and audits.
4. Click Purge the ticked tickets.

Purging removes the ticket and everything with it: replies, notes, files, history, time, tasks, survey answers, approvals, and its emails. It can’t be undone, except by restoring a backup from before it.

A ticket is skipped, with the reason, if it was reopened or put on hold in the meantime, or if it’s linked to a ticket that’s on hold.

Clear out the email log

The email log keeps emails that never became part of a ticket (an ignored auto-reply, say). Once those are past the retention period, the Email log section offers to purge them. Emails that belong to a ticket go when that ticket does.

Legal holds

Put a ticket on hold from the ticket itself, under Legal hold, with a reason like the case or request it’s for. A ticket on hold is never listed for review or purged. Every hold is listed here, and Release takes it off.

The disposal record

Every purge leaves a line: the ticket number, department, category, the dates it was opened and closed, what went with it, who approved it, and your note. None of what the ticket said is kept, and the record itself is never removed. Download all (CSV) gives the whole thing for your records officer or an auditor.