Deleted Record History guide
Freshdesk deleted records: recovery and history
Use documented Freshdesk recovery options and validate the result, with earlier exports available for historical reference.
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Start with native recovery
Freshdesk’s Delete ticket API moves tickets into Trash, with permanent deletion after 30 days. Locate the ticket in Trash promptly and use the native recovery option while it remains available. The separate Delete forever contact action removes the customer information and associated interactions. See How to delete old tickets in a given period of time?.
Confirm identity and visibility
Record the native ID, customer, requester and last known dates before acting. Check whether filters, permissions, an archive or a merge explain the missing item. Ask an authorized administrator to confirm the record’s current state.
Check the recovered record
After recovery, inspect the requester, private/public notes and file links. Keep ticket deletion and contact erasure as distinct cases when checking retained exports.
Use earlier captured history
An earlier export can show what was retained before the record changed. Keep its capture date and source identifiers visible, and restrict internal notes to the appropriate audience. For file evidence, open the saved file itself and retain its parent-record reference.
Plan the next capture through the Freshdesk export guide. Related native documentation: How can I export tickets including the content of the ticket?. The deleted-record history use case connects recovery preparation to longer-term archive access.
Plan ahead for useful record history
Preserve captured records before they change or disappear. Join the waitlist for invitation-only BackupPSA access.