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.
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:
- 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 the User Data app.
- 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.
|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, CCed 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, Listing Tickets, Listing Ticket Metrics, Ticket Skips, and Listing Ticket Audits return archived tickets.||Yes|
|Classic reporting||Classic reporting tools under Admin > Manage > Reports in 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 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|