Archiving tickets speeds up the loading time forviews, especially those with multiple tickets that have been closed for a long time. In most cases, Zendesk automatically archives tickets 120 days after the ticket status changes to Closed or the ticket is in theClosed state.
Understanding ticket archiving
You can identify an archived ticket if theThis is an archived ticketbanner is displayed at the top.
There isn't a view or specific search filter to show only archived tickets. However, you cansearch for ticketsthat meet archiving criteria, which is typically that they're Closed or in a Closed state for at least 120 days. For example:type:ticket status:closed updated<2023-03-31.
Considerations:
- For accounts with extremely high volumes of tickets, Zendesk may automatically archive tickets sooner than 120 days after they are closed.
- Tickets with more than 10,000 events are not automatically archived.
- Archived tickets are not included in theUser Data app.
Actions you can take on archived tickets
Archived tickets are still accessible and actionable. The following table includes actions you can take on an archived ticket.
| Function | Details | Available? |
|---|---|---|
| Direct access | Access a ticket directly via URL (for example, https://yoursubdomain.zendesk.com/agent/#/tickets/37) | Yes |
| Search | Searching for ticketsand accessing from search results | Yes |
| User profiles | Viewing a list of tickets associated with a user(e.g., assigned tickets, CCed tickets) | Yes |
| Explore reporting | Zendesk Explore resources | Yes |
| Group profiles | Viewing a list of tickets associated with aGroup | Yes |
| Organizational profiles | Viewing a list of tickets associated with anOrganization | Yes |
| Incremental export | AvailableAPI endpointdetailing which tickets have been recently updated | Yes |
| My activities | Viewing a list of tickets associated with your requests. Archived tickets will still be labeled as "solved" in My activities. | Yes |
| Views | Used to create filtered lists of tickets. Archived tickets are excluded from these lists. | No |
| Rules | TriggersandAutomationsallow you to automate actions on tickets. Rules cannot be executed on archived tickets. | No |
| API | All ticket API endpoints exceptCount Tickets,Listing Tickets,Listing Ticket Metrics,Ticket Skips, andListing Ticket Auditsreturn archived tickets. | Yes |
| Classic reporting | Classic reporting toolsunderAdmin>Manage>Reportsin Zendesk Support. Only available for accounts created before April 30, 2015. | No |
| Customer context | Used to gather information about the requester and their previous tickets. Archived tickets do not show underInteractionsin the customer context panel. SeeViewing customer context in a ticket. | No |
| Data export | Full export of your data. SeeExporting data to a JSON, CSV, or XML file. | Yes |
33 Comments
Hi Zendesk team
I have one question. In Zendesk, the default setting for archive is 120 days. But we found tickets in Dec 2022 have been marked as "This is an archived ticket". Can Zendesk help answer what happened??
HeyOQin Brian
That default setting may be shorter on specific accounts for a variety of reasons. If you'd like to learn more about how the default is set on your specific account, pleasecontact support
I'm reaching out to our documentation team to see if that can be made clearer by the above article. Thanks for bringing this up!
Doesn't seem a smart move to hide archived tickets from views. Now we have to create reports and dashboards for everybody who needs to work on these data...
Pleasesign into leave a comment.