What does archiving mean in Sell and Support? [Video]

Question

What is the difference between archiving a ticket in Support and archiving an email in Sell? When I see the word archived on one of my Sell emails what does this mean?

Answer

Archiving is a different action for Support and Sell.

• In Support, all tickets are archived automatically after 120 days pass from when the ticket was Closed. This is an automatic action that is not controlled by agents. For more information, see the article: About ticket archiving.
• In Sell, archiving is an action that a user can use to remove a message from the Inbox from their Communication Center. This is a manual action that a user in Sell can use on any messages they do not want to keep in their Inbox. For more information on managing Sell communication, see the article: Managing your Sell email, phone calls, and text messages.

Both of these archiving actions do not remove any tickets or messages from your account. For a demonstration of how archiving works in each product, see the video below: