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: 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 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, 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 |
45 comments
Qin Brian
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??
0
Dwight Bussman
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!
0
Simone Pace
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...
0
김혜린(IRM)
안녕하세요.
티켓이 보관되면, 그 티켓은 영구보관되는건가요? 보관된 티켓이 어느기간동안 보관 후 삭제되는지 궁금합니다.
감사해요!
0
Destiny
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.
0
Robert Forrest
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!
0
Elaine
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.
0
Yvonne P.
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?
0
Dwight Bussman
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-referenceYou can add that condition to your search along with the other filters.
Hopefully this helps to get you the tickets you're after!
0
Leo Braga
Hi! There is any way to retrieve ticket audit via API from archived tickets? Or maybe any reasonable workwaround?
0
Dwight Bussman
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 needed0
Betty
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.
1
Jack Brown
Hi
Will PowerBI still pull all ticket data on Archived Tickets? i.e Customer Text, data, status and update date.
0
Carmen Jones
With the new retention limit on explore, will this affect being able to see historical archived tickets in agent workspace?
1
Mia Wang
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?
0