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About ticket archiving



Edited Oct 31, 2024


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45 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??

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Dwight Bussman

Zendesk Customer Care

HeyO Qin 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, please contact 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!

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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...

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안녕하세요.

 

티켓이 보관되면, 그 티켓은 영구보관되는건가요? 보관된 티켓이 어느기간동안 보관 후 삭제되는지 궁금합니다.

 

감사해요!

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Destiny

Zendesk Customer Care

안녕하세요,
 
답변드리자면, "종료"된 티켓은 120일 후 "보관"처리되지만 시스템에서는 계속해서 액세스할 수 있습니다. 참조 문서(티켓 보관하기에 대한 정보(https://support.zendesk.com/hc/ko/articles/4408887617050-%ED%8B%B0%EC%BC%93-%EB%B3%B4%EA%B4%80%ED%95%98%EA%B8%B0%EC%97%90-%EB%8C%80%ED%95%9C-%EC%A0%95%EB%B3%B4))
 
서비스 데이터는 당사 문서 Zendesk 서비스 데이터 삭제 방침(https://support.zendesk.com/hc/ko/articles/4408883628954-Zendesk-%EC%84%9C%EB%B9%84%EC%8A%A4-%EB%8D%B0%EC%9D%B4%ED%84%B0-%EC%82%AD%EC%A0%9C-%EB%B0%A9%EC%B9%A8)에 따른 계정 취소, 해지 또는 마이그레이션 하는 경우 삭제됩니다.
 
답변 내용이 도움이 되길 바랍니다.

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Hi

Is there a way to restrict (both Agents and End Users) access to archived tickets to e.g. to only certain roles - e.g. Admin?

If there is, is there way to select which archived tickets to restrict - i.e. a sub-set of all archived tickets?

Thanks!

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Elaine

Zendesk Customer Care

Hi Robert,
 
I appreciate your inquiry, and it seems that the specific functionality you are seeking is not currently available. To address this, I would like to categorize your request as a feature request. This means we are noting your interest in this particular feature, and I will ensure that this information is shared with our development team for consideration in future updates. Your input is valuable to us as we strive to enhance our product/service based on user needs. If you are interested, you can post your product feedback and feature request in our Guide Feedback forum. Thank you for bringing this to our attention.

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I need to pull up archived tickets per brand - understand typing this in the search bar :

 type:ticket status:closed updated<2023-03-31 

 

shows me all tickets updated prior to that date - but i need to also add “show tickets for brand A” then “brand B” and so on. What can I type in the search bar to show all archived tickets updated prior to x date with the specification of a brand? 

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Dwight Bussman

Zendesk Customer Care

Yvonne P. 

 

You should be able to specify a brand using the brand search filter as documented in https://support.zendesk.com/hc/en-us/articles/4408886879258-Zendesk-Support-search-reference 

You can add that condition to your search along with the other filters.

 

Hopefully this helps to get you the tickets you're after!

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Hi! There is any way to retrieve ticket audit via API from archived tickets? Or maybe any reasonable workwaround?

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Dwight Bussman

Zendesk Customer Care

Leo Braga - Archived tickets should still be returned via search (or search export). It's also possible to pull those events from incremental ticket events - you can side-load comment_events to include those if needed

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Any plans to add Settings for the Interaction History? Archived tickets are still a part of the user's history and it would be great to see it all in one place. 

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Hi 

 

Will PowerBI still pull all ticket data on Archived Tickets? i.e Customer Text, data, status and update date.

 

 

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With the new retention limit on explore, will this affect being able to see historical archived tickets in agent workspace?

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I have the same question as Carmen. Given the ticket data retention limit, I assume we will also lose the ability to create/view reports if the archived tickets are older than 37 months?

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