Currently any interactions over 3 months are considered "archived" and will not show up under the customer's interactions.  This is incredibly misleading for agents who may not realize that this a known customer/issue.  Unless an agent happens to remember the particular customer/issue from before, they will waste time researching an issue all over again.

Personally, I would want my team to see ALL interactions, regardless of time, but I assume that need would vary by business.  It probably makes to the most sense just to offer that as a adjustable option where each business can decide which timeline is right for them.

CJ agrees:

https://support.zendesk.com/hc/en-us/community/posts/4414481629466-Show-the-actual-total-tickets-in-the-user-info-panel-not-just-non-archived