About ticket archiving

Archiving tickets speeds up the loading time for views, especially those views that include multiple tickets which have been closed for a long period of time. In most cases, Zendesk automatically archives tickets 120 days after they are marked Closed. However, for accounts with extremely high volumes of tickets, Zendesk may automatically archives tickets sooner than 120 days after they are closed.

Note: Tickets with more than 10,000 events will not be automatically archived.

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 (e.g., 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

Note: Archived tickets are not included in the User Data app.

If you experience any issues with ticket archiving, please contact us so we can collect further information and troubleshoot the issue.