About ticket archiving

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30 Comments

  • PAUL STRAUSS

    Is there any way to allow archived tickets to show up in either the Interaction history or Ticket History?

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  • Beau P.
    Zendesk Customer Care

    Hello,

    It's not presently possible to display archived tickets in the interaction history via customer context. As the table above indicates, however, archived tickets do appear in a user's profile under their direct ticket history.

    Beau | Customer Advocate

    Ask our Zendesk Community

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  • PAUL STRAUSS

    Beau - can you clarify where you would find the "direct ticket history" under a user's profile? All I see on the User tab on the left is "interactions" and then on the right side of the ticket, I have "Ticket History" which doesn't appear to include archived tickets.

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  • Beau P.
    Zendesk Customer Care

    This would be the requested ticket history as present directly in a user's profile, additional details here: https://support.zendesk.com/hc/en-us/articles/203662786

    Beau | Customer Advocate

    Ask our Zendesk Community

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  • Cardenas, Romulo

    Hi,

    what happens in Explore? are tickets archived still considered?

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  • Matt
    Zendesk Customer Care
    Hi Romulo! Yes, archived tickets are shown in Explore. 

     
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  • Iw Jhun

    Hello.

    We are using zendesk. I have a question.

    Are 'Archived tickets' stored (moved) in a different storage (or database.. table.. collection.. etc) than regular tickets?

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  • Holly
    Zendesk Customer Care
    Hi Iw, 

    No, archived tickets are stored with your other account data in your pod. You can find more information on Zendesk's technical architecture here.

    If you need your data to be hosted in a certain geographic region for compliance reasons, Zendesk offers a data center location add-on that allows you to make this selection. 

    I hope this helps! Please let us know if you have any questions.
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  • Rishab

    Hi we delete an abandon call ticket then will it affect on the report on dashboard. Will it still show the abandon call reports?

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  • Jeff C
    Zendesk Customer Care

    Hello Rishab,

    Depending on which Report are you referring to, see details below taken from this article.

    • Reporting overview: Deleted tickets are not excluded from the reporting overview. The ticket ID for a permanently deleted ticket is stored as a record, but no other information or ticket fields is stored for a permanently deleted ticket.
    • Insights: Deleted tickets are excluded from Insights reports.
    • Explore: Deleted tickets are excluded from Explore reports by default. If you want to report about ticket deletion events, use a query from the Ticket updates dataset using the Activity > Deletions metric.

     

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  • Support 1

    Hello @... @... Matt Beau P. @...,

    I am encountered the same whereby not being able to see all closed tickets older than 120 days. Had tried a few suggestions below suggested by other community members.

    a) View - customized the "view" with the following options, but no luck.

         > Status less than closed

         > Hours since closed less than 17520 (2 years)

    b) View - not able to find the option Archive under the status option

    c) Went to Explore and found out not able to customize own filters and dashboard panels. We have customer tickets added with tag upon received at Zendesk. So, we are planning to filter by specific customer tag to export the ticket details logged during a specific time frame such as 1-year time frame. Is there a way to customize the filters and dashboard panels in Explore?

    Thanks & regards,

    Steven Yeoh

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  • Admin

    Hi Steven, 

    Views don't show archived tickets. Zendesk automatically archives tickets 120 days after they are marked as closed.

    Without digging into too much more detail, what you are trying to achieve with point c) should be possible but may require creating a custom query. 

     

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  • Support 1

    Hi Admin,

    I'm trying to generate reports for my client's closed tickets, most probably the tickets have been archived and not able to find in View.

    Thanks & regards,

    Steven Yeoh

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  • Support Admin

    Where is the default archive period set? We would prefer to have the archive to be 180 days when using views.

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  • Dave Dyson
    Zendesk Community Manager
    For performance reasons, the archive periods are not adjustable.
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  • Erik Greenwood

    The table in the article states archived tickets are searchable with a link, but there is no reference to how to search archived tickets. How specifically, can I search for archived tickets? I have tried views and searches without luck.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Erik Greenwood

    I saw a similar question elsewhere in our community and replied therein, but wanted to close the loop here as well:

     

    While there isn't a specific search filter to only show archived tickets, searching for tickets with a status of closed that were updated before 120 days in the past should return those:

    type:ticket status:closed updated<2022-01-11 other search keywords

    (2022-01-11 is 120 days ago if searching today)

    Please feel free to contact support if this isn't working for you.

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  • Hi Zendesk!

    Is it possible to redact archived tickets? 

    We are using the ticket redaction app and it doesn't seem to be possible. 

    Thanks in advance!

    Slobodan

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Slobodan - 

    The Ticket Redaction App does not enable redaction of archived tickets. You can do it via Agent Workspace, though. More about that here: 

    Redacting ticket content in the Zendesk Agent Workspace

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  • Hi Nicole,

    Thank you for coming back to me. 

    The agent workspace here looks nothing like the one I'm seeing in tutorials. I cannot find these 3 dots anywhere as per the guide that would give me the redaction option. 

    Thanks,

    Slobodan

     

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  • Nicole Saunders
    Zendesk Community Manager

    To clarify, when you say "the agent workspace here" are you referring to what you are seeing in your instance, or what you are seeing in the link that I sent you? 

    Do you know for sure whether your organization has moved on to Agent Workspace? I'm wondering if it is possible you're using a classic interface and may need to update to the newer one. 

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  • Hi Nicole,

    I believe we're definitely using the classic one :) This meaning, I suppose, redaction is not possible on Archived tickets?

    Thanks,

    Slobodan

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  • Nicole Saunders
    Zendesk Community Manager
    Hi Slobodan - 
     
    That's correct. You would need to make the move to Agent Workspace in order to have the ability to redact Archived tickets. 
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  • Nico V

    Hei,

    Not clear to me.
    Is there a way to see a set of archieved tickets without going through "research"? I do not mean in views, just, how to open the archieve, especially tickets with a certain tag?

    Thank you!

    Cheers,
    Nico

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Nico V,

     

    Archived tickets are searchable so yes you can just search for the tickets using ticket tags. They would still be there so you can still view it just like any other ticket.

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  • Bilal M

    Hi,

    Are attachments still accessible for an archived ticket?
    If so, how does this comply with GDPR laws in the UK?

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Bilal,
     
    Ticket archiving is not the same as ticket deletion -- archived tickets retain all data associated with them (including attachments), it's just that they're somewhat less accessible within our Support product (they're effectively invisible to Views and certain other features as outlined above), in order to improve the performance of our products. But both agents and end-user still have direct access to archived tickets (e.g., agents can search for them, end-users can view them in their My Activities page) just like they could for any non-archived tickets. Any data-deletion requirements would require actually deleting the ticket. For more information on GDPR and Zendesk, see GDPR: Frequently-asked questions about Zendesk Support
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  • Jiri Fait - AGENT

    Hi,

    can an end-user see his archived tickets somehow in his profile in the help center?

    As far as I know they are not able to see their tickets older than 120 days in their HC profile, correct?

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Jiri,

    end users can track their submitted tickets within My Activities in your Help Center.
     
    Although from the agent's interface after 120 days of closure, tickets are archived and have access restricted, from the end user's perspective archived tickets will still be visible and labeled as "Solved" in My activities. 
     
    By default, the page displays all requests submitted by the end user.
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  • Inigo Cavia Garcia

    Hi,

    If we assume that archive tickets are just the ones marked as solved:

    • why I still seeing those tickets when I filter by status less than solved?
    • It’s because this filter doesn’t affect to archived ones?
    • should we understand that explore is filtering for those that are closed but unarchived because are not old (>3 months) enough?

    Thanks!

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