Configuring Ticket Retention for Microsoft Entra ID Synced Contacts in BoldDesk

Learn how to set up ticket retention policies for contacts synced from Azure Active Directory in BoldDesk.

This guide explains how ticket and contact information is handled in BoldDesk when a contact is deleted in Microsoft Entra ID (Azure AD).

Contact Deletion Behavior

When a contact is deleted from Microsoft Entra ID, BoldDesk performs the following actions:

• The corresponding contact is soft-deleted and moved to the Deleted Contacts list.
• All tickets requested by this contact are handled based on Spam Configuration settings.

Spam Configuration Options

1. Mark Associated Tickets & Conversations as Spam

• Contacts deleted via Entra ID sync are soft-deleted and moved to Deleted Contacts.

• All associated tickets and conversations are marked as spam.

• Spam-marked tickets are excluded from active views.

  

2. Don’t Mark as Spam

• Contacts are not deleted.

• Their email addresses are prefixed with the contact ID in the format: {ContactId_}example@domain.com. For example: 12345_example@domain.com

  

• All associated tickets retain their original status and remain accessible for future reference.
  

  

Key Differences Between Configurations

Frequently Asked Questions (FAQ)

Q1: What does “soft-deleted” mean?
Soft-deleted contacts are removed from active views but retained in the Deleted Contacts list for reference or restoration.

Q2: Are tickets always marked as spam when a contact is deleted?
No. This depends on the Spam Configuration setting.

Q3: Can I restore a deleted contact?
Yes. Soft-deleted contacts can be restored manually from the Deleted Contacts list.

Q4: Does marking tickets as spam affect reporting?
Yes. Spam-marked tickets are excluded from active views and standard reports but remain in spam for audit purposes.

Q5: Is this behavior automatic for all Azure AD sync deletions?
Yes. The configuration applies automatically when contacts are deleted via Entra ID sync.