Retention, legal hold and privacy requests

How long data is kept, stopping deletion during an investigation, exporting data and handling privacy requests.

For Admins · Updated

Each organization's data is kept separate from every other organization's at the database level. Admins manage it under Settings › Data & privacy.

Data retention

Choose how long each kind of data is kept. Data older than these periods is deleted automatically every night. The page shows what is due to be deleted next. Conversations with the website widget's assistant follow the period for resolved cases and their messages. Attachments have their own retention period: expired files are removed once their cases are resolved, even if conversations are kept longer. Files on open cases are kept. The preview includes expired attachments, and legal hold prevents their deletion too.

Turn on legal hold to stop all deletion, for example during an investigation or dispute. While it is on, nothing is deleted: not by retention, not by trial expiry, not on request.

Export

Download a full export of your organization's data at any time, for your records or to move elsewhere.

Privacy requests

Record privacy requests (a copy of a person's data, or deletion) and track them to completion. To delete one person's data, use erase on their People entry.

  • People (requesters) The directory of everyone who asked for help: details, VIPs, blocking, importing and erasing a person.
  • Your plan, trial and invoices How the trial works, choosing a plan, seats, invoices, and what happens if a trial ends or payment fails.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.