Deleted Record History guide
Deleted Record History
Find native recovery options and deletion windows, then use previously captured records to preserve useful service history.
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Check the vendor’s recovery path first
When a record disappears, identify its native ID, last known location and deletion time. Check filters, permissions, archived views and merged records, then use the vendor’s documented trash, deleted-record report or recovery process. Recovery windows and permanent-deletion rules differ by product and record type.
Native recovery options by vendor
| Vendor | Starting point | Documented condition |
|---|---|---|
| Zendesk Support | Deleted tickets view | 30-day recovery period; permanent deletion ends recovery |
| Freshdesk | Trash | Deleted tickets are permanently removed after 30 days |
| NinjaOne Ticketing | Deleted Tickets board | 30 days, with Restore available before permanent deletion |
| Zoho Desk | Setup > Data Administration > Recycle Bin | 60 days and Recycle Bin permission |
| Syncro | Reports > Tickets > Deleted Tickets | Restore action; reconcile associated charges and appointments separately |
| Atera | Deleted status filter | Open the record and update its status; check billed-ticket restrictions |
| RepairShopr | Admin > Reports > Tickets > Deleted Tickets | Restore action documented; confirm the applicable retention period |
| Autotask PSA | Deleted Ticket Log | Deletion identity and time evidence; review recovery with support |
| HaloPSA | Advanced Settings | Recovery depends on permanent-deletion configuration and agent permissions |
| SuperOps MSP | Vendor restoreTicket reference | Soft-deleted ticket restoration within 30 days |
The vendor-specific guides below provide sources and validation steps. For Jira Service Management Cloud, Atlassian describes recovery using a pre-deletion export or retained notifications. Kaseya BMS documents inactive/void states for several business entities. Confirm the precise record type before taking action.
Distinguish an archive from a deleted record
An archived ticket may remain available through a specialized export or view. A soft-deleted ticket may remain recoverable until a deadline. A permanently deleted record may leave a log entry with identifiers while its conversation and files have been removed. Check which of these states your export method includes.
Use a retained source record to answer historical questions: what the customer requested, who responded, which agreement applied and what information was captured at that time. Restoring a live record is a separate vendor operation with its own permissions, relationships and side effects.
Match recovery preparation to the export method
An export taken after deletion may have a different record set from an earlier capture. The Atera export guide explains its deleted-record exclusion. Zendesk exports distinguish CSV omissions from temporary scrubbed API metadata. NinjaOne exports distinguish board data from individual ticket comments.
For each method, record whether you obtained the live record, a conversation, an attachment, or only deletion identity. Preserve the last useful copy before the relevant access window closes, and test it with a real client-history question.
Validate after native restoration
Confirm that the ticket belongs to the expected customer and requester, that its conversations retain the right visibility, and that attachments open. Reconcile assignments, time entries, charges, appointments and related records. Review notifications and automation effects before staff resume work.
Record who performed the recovery and when. Keep the earlier capture and recovery notes together so the team can explain the record’s history.
Preserve history before access changes
Choose an export cadence that fits the business process and vendor access limits. Capture the original IDs, dates, relationships and files needed for later reference. Compare only like-for-like, successful collections: a permission change, filter or partial export can also explain an absent record.
Store retained information with appropriate access controls and a defined retention policy. Use PSA Data Export to plan the capture, ticket history to check conversation completeness, and the deleted-record history use case for archive planning.
Official recovery references
- Deleting tickets
- How to delete old tickets in a given period of time?
- NinjaOne Ticketing: Delete and Restore Tickets
- Using the Recycle Bin
- Ticket Reports
- Manage merged/ deleted tickets
- Tickets
- DeletedTicketLogs
- Advanced Settings
- SuperOps MCP for MSPs
- Restore deleted work items in Jira Cloud using local backup files
- Best practices for deletion - FAQs
Plan ahead for useful record history
Preserve captured records before they change or disappear. Join the waitlist for invitation-only BackupPSA access.