Ticket history and visibility

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  • Craig Willis

    Hi Lisa, 

    Here are the answer to both questions:

    1. Yes, from any users contact record you can view all tickets that are linked to that user.  As for how far back you can see we were using Zendesk for 10+ years and never lost any data, in fact I’m not aware of any automated process that will clear history so unless you delete a ticket manually, it will keep it indefinitely as far as I know.

    2. Yes, In the Organization record for Acme there should be an option called ‘Users’, as shown below.  The first options determines whether a user can see their own, all or tickets linked to Acme, the second option enables you to control where they only have view access, or read/write access.

    Hope this helps, let me know if you have any questions.

    Craig

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