How to Archive Tickets in Zendesk - Frequently asked questions
Frequently asked questions
What is ticket archiving in Zendesk?
Ticket archiving in Zendesk helps improve the performance of your views by automatically archiving tickets that have been closed for a long time. Typically, Zendesk archives tickets 120 days after they are marked as Closed. This process ensures…
How can I search for archived tickets in Zendesk?
While there isn't a specific filter to show only archived tickets, you can search for them using specific criteria. For instance, you can search for tickets with a status of closed that were updated more than 120 days ago. An example search query…
Can I perform actions on archived tickets in Zendesk?
Yes, archived tickets in Zendesk are still accessible and actionable. You can directly access them via URL, search for them, and view them in user profiles. They are also available in Zendesk Explore for reporting purposes. However, archived…
Are archived tickets included in Zendesk Explore reports?
Yes, archived tickets are included in Zendesk Explore reports. This means you can still analyze and report on these tickets using Explore's resources, even though they are archived. This feature allows you to maintain comprehensive reporting…
Can end-users see their archived tickets in Zendesk?
End-users can view their archived tickets in the 'My Activities' section of your Help Center. From their perspective, archived tickets will still be visible and labeled as 'Solved'. This ensures that end-users have access to their ticket history,…
Are attachments accessible in archived tickets?
Yes, attachments remain accessible in archived tickets. Archiving does not delete any data associated with the ticket, including attachments. This means that both agents and end-users can still access all the information and files attached to an…
Can I adjust the archive period for tickets in Zendesk?
No, the archive period for tickets in Zendesk is not adjustable. Tickets are automatically archived 120 days after they are marked as Closed to maintain system performance. This default setting is in place to ensure that your Zendesk environment…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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