Search coverage is changing; retention is not
Gorgias announced a 20-month ticket-search window on August 25. The change is rolling out across accounts through September. Older tickets stay in the account and remain accessible through views, filters, and exports.
That distinction matters when a support agent cannot find a past conversation. A missing search result will not establish that the underlying ticket has been removed.
Older conversations can still matter to current customers
Warranty questions, recurring complaints, and long purchase cycles can send a support team back to an older exchange. Our recommendation is to identify one such conversation now and test a retrieval method that does not depend on ordinary search.
Write down the exact view or filter and who can use it. A workaround known only to an administrator will be less useful when a customer is waiting for a reply.
Keep research exports under the same privacy controls
If older tickets feed customer research, confirm how that work will retrieve the relevant period after the rollout. Decide which fields are necessary before exporting support history.
An export creates another copy of customer information. Give it a clear owner and an appropriate retention period; do not create a permanent shared dump merely because search becomes narrower. These are operating recommendations, not a new Gorgias retention requirement.
For your next work session
What to check next
- Retrieve a known ticket older than 20 months through a view or filter.
- Document that method for the people answering customers.
- Review the scope, access, and retention of any research export.
Sources and scope
The change limits search indexing. Gorgias is not announcing deletion of the older tickets.
The announcement is confirmed by the source below. Practical checks in this article are Stan Consulting's recommendations.
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