About ticket archiving

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.



Archiving tickets speeds up the loading time for views, especially those with multiple tickets that have been
closed for a long time. In most cases, Zendesk automatically archives tickets 120 days
after the ticket status changes to Closed or the ticket is in
the Closed state.
This article covers the following topics:
Understanding
ticket archiving
Actions you
can take on archived tickets



Understanding ticket archiving
You can identify an archived ticket if the This is an archived ticket banner
is displayed at the top.

There isn't a view or specific search filter to show only archived tickets. However,
you can search for tickets that meet archiving
criteria, which is typically that they're Closed or in a Closed state for at least
120 days. For example: type:ticket status:closed
updated<2023-03-31.
Considerations:

For accounts with extremely high volumes of tickets, Zendesk may automatically
archive tickets sooner than 120 days after they are closed.
Tickets aren't automatically archived if either of the following are true:
The ticket includes more than 10,000 events.
The ticket's associated records (including ticket events, field entries,
audits, and ticket metric events) exceed 2MB.


Archived tickets aren't included in the User Data app.
Archived tickets aren't included in lists of related records for lookup
relationship fields.
In Zendesk sandbox environments, closed tickets are automatically archived after
three days.



Actions you can take on archived tickets
Archived tickets are still accessible and actionable. The following table includes
actions you can take on an archived ticket.









Function
Details
Available?




Direct access
Access a ticket directly via URL (for example,
https://yoursubdomain.zendesk.com/agent/#/tickets/37)
Yes


Search

Searching for tickets and
accessing from search results
Yes


User profiles

Viewing a list of tickets
associated with a user (e.g., assigned tickets, CC'd
tickets)
Yes


Explore reporting
Zendesk Explore
resources
Yes


Group profiles
Viewing a list of tickets associated with a Group

Yes


Organizational profiles
Viewing a list of tickets associated with an Organization

Yes


Incremental export
Available API endpoint detailing
which tickets have been recently updated
Yes


My activities
Viewing a list of tickets associated with your requests. Archived
tickets will still be labeled as "solved" in My activities.
Yes


Views

Used to create filtered lists of
tickets. Archived tickets are excluded from these
lists.
No


Rules

Triggers and Automations allow you to
automate actions on tickets. Rules cannot be executed on archived
tickets.
No


API
All ticket API endpoints except Bookmarks, Count Tickets, Count Ticket Comments,
Listing Tickets, Listing Ticket Metrics,
Ticket Skips, and Listing Ticket Audits
return archived tickets.
Yes


Customer context

Used to gather information about
the requester and their previous tickets. Archived
tickets do not show under Interactions in the customer
context panel. See Viewing customer context in a
ticket.
No


Data export
Full export of your data. See Exporting data to a JSON, CSV, or
XML file.
Yes







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