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New email message data retention policy

about 2 months ago by Louis Barranqueiro

Starting September 8, 2026, email messages will be subject to a new retention policy.

30 days after an email is received or sent:

  • TicketMessage.headers will be permanently removed and set to null.

  • When TicketMessage.stripped_html or TicketMessage.stripped_text is available, the corresponding original content in TicketMessage.body_html or TicketMessage.body_text will be archived and those fields will be set to null. Archived original content (HTML/text) will remain accessible through TicketMessage.original_body_url.

    TicketMessage.stripped_html and TicketMessage.stripped_text are not affected by this policy. When building apps, we recommend relying on these attributes for email messages as they contain a curated version of the content without the email signature or thread. Fall back on TicketMessage.body_html and TicketMessage.body_text if the stripped versions are not present.


This policy also applies retroactively to historical email messages. Eligible historical data will be processed throughout September and October 2026, so affected fields may become null at any point during this period.