Closed Tickets

Answered

12 Comments

  • Dan Cooper
    Community Moderator

    Here is some more information about archived tickets.  For the most part, you won't see archived tickets in views, or be able to pull them from the Ticket Metrics API.  You also won't have the ability to run business rules against them (which may be okay because those tickets are closed anyways). 

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  • Curtis Bennett

    Well we need to see old tickets, We often have people call back about an issue on the same product months later. We need to be able to see if it is the same or different issue. 

    All of our little issues e are having are just showing me that zendesk is not the right program for us. 

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  • Dan Cooper
    Community Moderator

    You can still search and directly access each ticket.  If you know the ticket number, or complete a search you should still be able to review those tickets.  Tickets are also visible on the user profile, if you start with a user you can see all of the tickets they've requested or been CC'd on. 

    The link I provided earlier gives a really clear breakout of all the availability options along with links to how to succeed with each of those types of look ups.  I hope it helps! 

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  • Jeroen van der Sandt

    You should be able to see these tickets in the requester profile (if you have a ticket open, click the name of the requester, or search for the requester).

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  • Curtis Bennett

    So if I click on a new ticket with a phone number in it will it bring up all the tickets associated with that phone number even archived tickets? Or do we have to search for them?

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  • Curtis Bennett

    We are very new to this software , what is the requester profile?

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  • Dan Cooper
    Community Moderator

    At the top of each ticket you should see some breadcrumbs that show the Organization, Requester, and ticket number.  Clicking on the Requester name will load the requester profile and you'll be able to see all of their tickets. In the screenshot below, I'd click on my name to see all my tickets. 

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  • Jeroen van der Sandt

    Looks like this:

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  • Curtis Bennett

    OK got it. I thought that's where you meant. 

    So by clicking there this will bring up all tickets associated with either that rep or the phone number on the current ticket? Even if it has been closed for more than 120 days? 

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  • Dan Cooper
    Community Moderator

    We don't use phone number, so I'm not 100% sure on how tickets are created for phones (my assumption is that you don't have a name, but you have a phone number and it works similar).  I just checked one of my users and I can see tickets as far back as when we started using Zendesk in that view.

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  • Dan Cooper
    Community Moderator

    I should have included how long.  I have tickets from 2013 that are in there no problem.

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  • Curtis Bennett

    That is exactly what I was looking for. Thank you.

    Can you have a look at my sound question? :)

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