Announcing the exclusion of archived tickets from the Bookmarks API

Announced on | Rollout starts | Rollout ends
January 9, 2026 | January 12, 2026 | January 30, 2026

Zendesk now excludes archived tickets from the Bookmarks API to improve performance and maintain consistency across the platform. This change is designed to accelerate view loading times and align the Bookmarks API with our ticket archiving practices.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Archived tickets were implemented to speed up view loading by removing them from most API responses. Although many APIs were updated to reflect this change, the Bookmarks API continued to return archived tickets. Since archived tickets are often bookmarked, this resulted in slower view loading times.

To improve performance and consistency, the Bookmarks API will begin excluding archived tickets to ensure faster and more reliable view loading across the platform.

Why is Zendesk making this change?

This change improves the user experience by making views that use bookmarks load faster. Removing archived tickets from the Bookmarks API eliminates unnecessary data retrieval and brings its behavior in line with other APIs, resulting in better performance and more consistent API responses.

What do I need to do?

No changes are needed unless your application specifically expects archived tickets to be returned by the Bookmarks API.

If your integrations or applications use the Bookmarks API, review how you process data to accommodate the exclusion of archived tickets. Update any logic or user interface components that depend on bookmarks so they handle the absence of archived tickets appropriately.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.