Can't view tickets older than 1 week

8 Comments

  • Jerenz Bronilla

    Are you exporting data from Explore or Insights? 

    0
  • Ian Herrick

    I am simply on the "View" option. None of the views show anything older than a week, no matter how they are customized.

    0
  • Kyle Beaulieu
    Community Moderator

    Hi Ian,

    The first place I would like to look would be how the Views are built. Can you post either a screenshot or manually type how you have a view configured? There might be something in the Conditions section that is causing this. With this information, we'll have a better idea of what we can change to correct this. 

    Thanks,
    Kyle

    0
  • Ian Herrick

    OK, here's the default view for recently solved.  There's no area in which to configure the dates or even include more tickets.  How can I view tickets older than a week, I can find no option even in custom views to show me the older tickets.  Where are they?

     

    0
  • Jerenz Bronilla

    Hi Ian, might as well change the condition of the view instead of "Ticket is Solved" make it "Ticket less than Closed"

    Hope this help! 

    0
  • Juraj Jarmek

    Hello @...,

    As Jahn pointed out, most probably that you can not view the tickets in that view is that the tickets were closed.

    Default automation is closing tickets after 4 days of inactivity.

    As Jahn suggested, you may change the condition to 'Ticket less than Closed', then more tickets should appear in that view.

    You can additionally create a view specifically for closed tickets.

    For more info:

    About the Support default automations

    Creating views to manage ticket workflow

    Hope that helps!

    0
  • Ian Herrick

    Thanks for the suggestions!  I cloned the view and set the "tickets less than closed" and can still only see back less than a week.  The views were practically identical, expect it now includes open tickets.  I'd like to see the tickets that are older than a week.

    0
  • Juraj Jarmek

    Hello @...,

    Tickets should be archived only after 120 days, as covered About ticket archiving.

    But I want to look at your account directly to see what is going on and to see if we can fix it somehow.

    I will open a ticket and respond to you.

    0

Please sign in to leave a comment.

Powered by Zendesk