Escalations in Deskpro are a useful tool for managing data retention. You can configure tickets to be archived or deleted after a specific period, helping you comply with data retention policies.

Step-by-Step Guide:

Navigate to Escalations:

Go to Admin > Business Rules > Escalations > + New

Select the Event:

• Choose the event "The ticket has been resolved for..."

• Set the duration (weeks or years) to determine how long the ticket will remain before being deleted.

Configure Criteria (Optional):

• Criteria can be set to customize the escalation. For instance, you might choose to escalate tickets that have a certain label. In the example, you can see we’re selecting tickets that have the label 'Contains contact info.'

Define Actions:

• Specify the action to be taken on the ticket: either archive or delete.

• You can also define the reason for the action, such as "Data retention."