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We frequently receive requests to change, delete, purge, recover, or otherwise alter data in customer accounts. Despite our best intentions, these requests can result in a poor customer experience.
Our policy is that we will not change, delete/purge, or recover any data in a customer's account. Our customers must manage their data with tools that exist in the product.
There is only one exception to this policy. In situations where the need for data management or recovery is caused by Zendesk (e.g. a software bug), we will make all reasonable efforts to return the data to its proper state in your account.
Why did Zendesk implement this policy?
Data management on behalf of the customer requires us to take actions that destroy or alter data without fully understanding the long-term consequences of those actions. Any error in communication or execution can result in further loss of data. This policy helps us ensure we will not compromise any customer's data going forward.