Stop archiving my closed tickets after 28 days; or, "Varus, give me back my tickets!"
Feature Request Summary:
Stop flushing closed tickets after 28 days.
Description/Use Cases & Business impact of limitation or missing feature:
We do not have a lot of volume, and of what we do have, we are constantly shifting how we look at it, and what insights we need to gleam therein. This is hard to do when access to the ticket is removed less than a month after it's closed, and I am unable to further modify the fields, or even see the ticket in any View to export it.
We are in a highly regulated industry, and your platform is supposed to be HIPPA compliant, so maybe someone can tell me how your other HIPPA compliant customers access their old data, say, for an audit? Do I need to keep my own system of record OUTSIDE of the one we pay you for?
I have an army of tickets "On Hold" because I am not done with them-- Oh, I am done with them in a support sense, but not in an infrastructure sense, and I still want to be able to modify these tickets until I am happy. Being able to access and modify MY OWN DATA sounds a lot like "core functionality" to me.
By never solving or closing tickets, we miss out on SLA automation, solved ticket status reporting and triggers, makes reporting more difficult, etc... This is not really critical at our current size, but we can't scale like this, and will be forced to adopt a new solution down the road.
Other necessary information or resources:
For your reference, below is a complete list of the other platforms that do allow long term access to ticket data:
- ALL OF THEM; every last platform I have ever worked with ever-- all the way from NetSuite down to Freshdesk-- has allowed me to access, modify, and export all of MY tickets.
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Hi Craig! In case it helps, Zendesk does allow you to access tickets once archived; they just don’t appear in Views anymore (due to the draconian way Views works… but I digress).
Info on that here: https://support.zendesk.com/hc/en-us/articles/203657756-About-ticket-archiving
We use Explore to see those tickets, but depending on your plan, you might need to choose another route, like ticket exports.
The 28-day limit is an automatic Solved -> Closed route. Tickets are then archived 120 days after that time. I’m 100% with you though on how tickets become immutable once Closed.
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Hi Craig,
Thank you for the feedback on the system rule! The two specific rules in play (closing tickets that have been solved for 28 days and archiving them after 120 days) are not configurable. As Samuel mentioned, those tickets are still in the account and could be accessed if needed.
There aren't plans to adjust this, however I encourage you to follow the announcements page for new releases and updates.
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