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Archiving tickets helps speed up view loading times by automatically archiving tickets 120 days after they are closed. You can identify archived tickets by a banner and access them via search, direct URL, or user profiles. However, archived tickets are excluded from views, rules, and customer context interactions. They remain accessible for reporting, data export, and API use.

Archiving tickets speeds up the loading time for views, 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 the Closed state.

This article covers the following topics:
  • Understanding ticket archiving
  • Actions you can take on archived tickets

Understanding ticket archiving

You can identify an archived ticket if the This is an archived ticket banner is displayed at the top.

There isn't a view or specific search filter to show only archived tickets. However, you can search for tickets that 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 aren't automatically archived if either of the following are true:
    • The ticket includes more than 10,000 events.
    • The ticket's associated records (including ticket events, field entries, audits, and ticket metric events) exceed 2MB.
  • Archived tickets aren't included in the User Data app.
  • Archived tickets aren't included in lists of related records for lookup relationship fields.
  • In Zendesk sandbox environments, closed tickets are automatically archived after three days.

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 tickets and accessing from search results Yes
User profiles Viewing a list of tickets associated with a user (e.g., assigned tickets, CC'd tickets) Yes
Explore reporting Zendesk Explore resources Yes
Group profiles Viewing a list of tickets associated with a Group Yes
Organizational profiles Viewing a list of tickets associated with an Organization Yes
Incremental export Available API endpoint detailing 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 Triggers and Automations allow you to automate actions on tickets. Rules cannot be executed on archived tickets. No
API All ticket API endpoints except Count Tickets, Count Ticket Comments, Listing Tickets, Listing Ticket Metrics, Ticket Skips, and Listing Ticket Audits return archived tickets. Yes
Customer context Used to gather information about the requester and their previous tickets. Archived tickets do not show under Interactions in the customer context panel. See Viewing customer context in a ticket. No
Data export Full export of your data. See Exporting data to a JSON, CSV, or XML file. Yes
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