What this is.

It’s a good thing when things work. But it’s even better when things work faster and more efficiently. Zendesk archives closed tickets after 120 days to help improve the performance of your Support account. This timeframe in which tickets are kept closed but not archived is important to ensure you have all the data you need, when you need it, to serve your customers. But since Sandboxes are a place to test settings and functionality, this 120 day period is less important. As such, we are reducing the days of automatically archiving closed tickets from currently at 120 days to 3 days in the Sandbox.

What happens when the change for Ticket Archiver is implemented?

When the Ticket Archiver change is implemented. A large number of closed tickets which are older than 3 days will automatically be archived. 

This means that there will be less closed tickets in the non-archived backlog. Enhancing performance almost immediately.

Who would this impact?

This change will apply to all Sandbox users. We understand that there might be a need to access closed tickets in a non-archived state. Therefore we will gradually roll out this change and leave an option to Opt out if you wish to delay this change.