Overview

A Kayako instance might be growing large and one is looking for a way to remove/archive tickets that are older than a certain date.

Solution

Note: Using the Archiver app will delete records permanently, so it is highly recommended to perform a database backup before proceeding.

One can use the Archiver app to delete old data in Kayako. The app be can be accessed through the Admin CP > Maintenance > Purge Old Data or Empty Trash Can.

In case one is not able to see this menu in the Admin CP, navigate to the Apps section and make sure the Archiver app is Installed. Otherwise, click on the App, and proceed to Install it.

Note: If one cannot find Archiver in the list of Apps, it is likely the Kayako version is outdated and one would need to Upgrade their Instance to the latest version or at least version 4.92.6.

Purging Old Data

This option can be used in order to search for tickets to delete based on their creation date, and if specified, belonging to a particular user.

NOTE: It is a best practice and highly advisable to keep regular database backups.

1. Leave the email field empty to search tickets belonging to all users.
   
   
   
   
   
2. Kayako will show a list of records that match the criteria for review before performing any action. The export option will offer you a MySQL dump file and compresses it into a ZIP file to make a compressed low sized file. It is advisable to export data before using the delete option.
   
   
   
   As shown above, one has the option to select specific tickets to delete or Delete All of them.
   
   
3. After selecting an option and pressing the OK button on the warning dialog box, the deletion task process will execute.
4. Once completed, the list of tickets to delete will be empty (if one chose the Delete All option).
   
   

Emptying Trash

One can delete the tickets stored in the Trash by the staff users using this option. As mentioned above, note that these tickets cannot be recovered after the deletion.

1. Similar to the Purge Old Data option, it will first show a list of tickets after the search and one can select specific tickets to delete or the Empty Trash Can option to remove all of them.
   
   
2. After selecting an option and pressing the OK button on the warning dialog box, the deletion task process will execute.
3. Once completed, the list of tickets to delete will be updated and will be completely empty if one selected the option to Empty Trash Can.
   
   

Note: If one also needs to remove attachment data, refer to Purging Attachments for more information.

Testing

Once the tickets have been deleted, they will no longer be available on the instance and should help reduce the size of the helpdesk/database.