Audit trail, data retention and GDPR
Audit trail, data retention and GDPR
See exactly why each ticket was handled as it was, control how long data is kept, and erase a customer’s data.
- Every ticket has an audit trail: sources with links, the confidence breakdown, the outcome and every agent override. Export it as CSV.
- Ticket data is deleted after your retention period: 90 days (Starter), 12 months (Bronze) or configurable up to 84 months (Growth Pro).
- Erase a customer everywhere — tickets, chat and call transcripts, scores — by email, phone number or ticket id.
- The security log records sign-ins, setting changes and exports for 12 months.
Tips & tricks
- When a reply surprises you, open its audit trail first: the sources and score breakdown usually show the cause in seconds.
- Export the audit trail monthly if your compliance team keeps its own records — exports outlive the retention period.
- Set retention to the shortest period your business allows; past resolutions keep teaching TR-AI only while they are kept.
- Handle GDPR requests with the erase tool rather than deleting tickets by hand — it also removes chat and call transcripts and scores.