About ticket archiving

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<p id="docs-ai-summary-content">Archiving tickets helps speed up loading times for views by automatically archiving tickets 120 days after they close. You can search for archived tickets using specific criteria, but they won't appear in views or trigger rules. You can still access and manage archived tickets through direct links, searches, user profiles, and API endpoints, keeping your support operations streamlined.</p>
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<p class="p">Archiving tickets speeds up the loading time for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">views</a>, especially those with multiple tickets that have been
closed for a long time. In most cases, Zendesk automatically archives tickets 120 days
after the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_zxw_4yk_fdc" target="_blank">ticket status changes to Closed or the ticket is in
the Closed state</a>.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_uky_q21_34b__ul_atw_jym_syb">
<li class="li"><a class="xref" href="#topic_uky_q21_34b__section_cz3_vxm_syb">Understanding
ticket archiving</a></li>
<li class="li"><a class="xref" href="#topic_uky_q21_34b__section_abh_bgm_syb">Actions you
can take on archived tickets</a></li>
</ul>
</div>
<div class="section" id="topic_uky_q21_34b__section_cz3_vxm_syb">
<h2 class="title sectiontitle">Understanding ticket archiving</h2>
<p class="p">You can identify an archived ticket if the <strong class="ph b">This is an archived ticket</strong> banner
is displayed at the top.</p>
<p class="p"><img class="image img-screenshot" id="topic_uky_q21_34b__image_hqc_xxm_syb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_archive_banner.png" width="650"></p>
<p class="p">There isn't a view or specific search filter to show only archived tickets. However,
you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882086298" target="_blank">search for tickets</a> that meet archiving
criteria, which is typically that they're Closed or in a Closed state for at least
120 days. For example: <code class="ph codeph">type:ticket status:closed
updated&lt;2023-03-31</code>.</p>
<p class="p">Considerations:</p>
<ul class="ul" id="topic_uky_q21_34b__ul_pwk_4hm_syb">
<li class="li">For accounts with extremely high volumes of tickets, Zendesk may automatically
archive tickets sooner than 120 days after they are closed. </li>
<li class="li">Tickets aren't automatically archived if either of the following are true:<ul class="ul" id="topic_uky_q21_34b__ul_djg_dng_bgc">
<li class="li">The ticket includes more than 10,000 events.</li>
<li class="li">The ticket's associated records (including ticket events, field entries,
audits, and ticket metric events) exceed 2MB.</li>
</ul>
</li>
<li class="li">Archived tickets aren't included in the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/6536/user-data/" target="_blank">User Data app</a>.</li>
<li class="li">Archived tickets aren't included in lists of related records for lookup
relationship fields.</li>
<li class="li">In Zendesk sandbox environments, closed tickets are automatically archived after
three days.</li>
</ul>
</div>
<div class="section" id="topic_uky_q21_34b__section_abh_bgm_syb">
<h2 class="title sectiontitle">Actions you can take on archived tickets</h2>
<p class="p">Archived tickets are still accessible and actionable. The following table includes
actions you can take on an archived ticket.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_uky_q21_34b__table_hvc_gf1_34b" rules="all" summary="">
<colgroup>
<col style="width:18.67905056759546%">
<col style="width:71.00103199174407%">
<col style="width:10.319917440660475%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d79e122" style="text-align:left;vertical-align:top;">Function</th>
<th class="entry cellrowborder" id="d79e125" style="text-align:left;vertical-align:top;">Details</th>
<th class="entry cellrowborder" id="d79e128" style="text-align:left;vertical-align:top;">Available?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Direct access</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Access a ticket directly via URL (for example,
https://<em class="ph i">yoursubdomain</em>.zendesk.com/agent/#/tickets/37)</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Search</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882086298" target="_blank">Searching for tickets</a> and
accessing from search results</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">User profiles</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829574810" target="_blank">Viewing a list of tickets
associated with a user</a> (e.g., assigned tickets, CC'd
tickets)</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Explore reporting</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846357018" target="_blank">Zendesk Explore
resources</a></td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Group profiles</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Viewing a list of tickets associated with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Group</a>
</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Organizational profiles</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Viewing a list of tickets associated with an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank">Organization</a>
</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Incremental export</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Available <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/incremental_export" target="_blank"> API endpoint </a> detailing
which tickets have been recently updated</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">My activities</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Viewing a list of tickets associated with your requests. Archived
tickets will still be labeled as "solved" in My activities. </td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Views</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Used to create filtered lists of
tickets</a>. Archived tickets are excluded from these
lists.</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Rules</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Triggers</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Automations</a> allow you to
automate actions on tickets. Rules cannot be executed on archived
tickets.</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">API</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">All ticket API endpoints except <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/ticket-management/bookmarks/" target="_blank">Bookmarks</a>, <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#count-tickets" target="_blank">Count Tickets</a>, <a class="xref" href="https://url.us.m.mimecastprotect.com/s/L2NtC82XXjCwz1qAMH2i7sya5BR?domain=developer.zendesk.com" target="_blank">Count Ticket Comments</a>,
<a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets" target="_blank">Listing Tickets</a>, <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#list-ticket-metrics" target="_blank">Listing Ticket Metrics</a>,
<a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_skips/" target="_blank">Ticket Skips</a>, and <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_audits/#list-all-ticket-audits" target="_blank">Listing Ticket Audits</a>
return archived tickets.</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Customer context</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" target="_blank">Used to gather information about
the requester and their previous tickets</a>. Archived
tickets do not show under <strong class="ph b">Interactions</strong> in the customer
context panel. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458#topic_nq1_qnm_xsb" target="_blank">Viewing customer context in a
ticket</a>. </td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">No</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d79e122" style="text-align:left;vertical-align:top;">Data export</td>
<td class="entry cellrowborder" headers="d79e125" style="text-align:left;vertical-align:top;">Full export of your data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886165402" target="_blank">Exporting data to a JSON, CSV, or
XML file</a>.</td>
<td class="entry cellrowborder" headers="d79e128" style="text-align:left;vertical-align:top;">Yes</td>
</tr>
</tbody>
</table>
</div>
</div>
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