Retention and deletion
How long things are kept, what deletion actually removes, and what survives it.
On this page
Configured in Settings → Retention, per case type. Administrators only.
What you set
Retention period. How long after a case closes its content is kept. Counted from the closure date, not from creation.
What happens at the end. Either the case is archived — readable, not editable, excluded from ordinary lists — or its content is deleted.
What deletion removes
Documents, correspondence content and case field values.
What deletion does not remove
The audit log entries recording that the case existed, who worked it and when it was deleted.
This distinction is the whole point. A record of activity that can itself be erased is not a record, and being able to show that a case was deleted, on schedule, under a policy, is usually what a regulator is asking for.
Legal hold
A case can be placed on hold from the case menu. A case on hold is exempt from retention until the hold is lifted, and both the placing and the lifting are audit entries with the person who did them.
Use this the moment a case becomes relevant to a dispute or an investigation, before checking whether its retention period is close. A hold placed unnecessarily costs nothing.
Requests from data subjects
Access and erasure requests are handled per case rather than platform-wide, because the answer usually depends on whether a case is still open, on hold, or subject to a statutory retention requirement that overrides an erasure request.
There is no self-service bulk erasure, deliberately. If you have a request to handle, contact support with the case references and we will work through it with you.