Hi Team,
The Zendesk Admin Center interface for creating Attachment Deletion Schedules lacks crucial clarity regarding the ticket status requirement, creating confusion for administrators. The UI allows conditions to be set on "Closed" tickets with an age less than 120 days, but the system's underlying function only permits deletion on Archived tickets (closed for over 120 days), contradicting the user's input. This issue primarily affects Admins responsible for data retention and storage management.
Implementing a clear UI will solve the problem of administrators setting schedules based on inaccurate assumptions about the eligibility of recently closed tickets, which leads to operational confusion. By aligning the UI language with the core system constraint (Archiving), we can ensure retention policies are set correctly the first time and prevent unnecessary investigation into why schedules aren't running as expected.
The ideal solution is to enforce the 120-day minimum requirement directly in the UI. The system could prevent the administrator from saving the schedule configuration if the ticket age condition is set for less than 120 days, and display an error message explaining that deletion only applies to archived tickets (closed for > 120 days). As a supplemental improvement, the generic "Closed" status reference could be replaced with clear terminology, such as a persistent, in-line disclaimer next to the condition field that states: "Deletion applies only to Archived Tickets (closed for > 120 days).
