The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead to performance issues by consuming system resources and slowing down the loading time of your Ticket Views. Archiving historical ticket data will improve the overall application performance while ensuring data retention.
What is archiving tickets?
Archiving is the process of moving tickets that have been marked as Closed and are inactive for 120 days to separate storage, where it is retained indefinitely. For example, a ticket is in a closed-mapped status for 119 days. This ticket is archived the next day because tickets in the closed state will be archived.
How to access archived tickets?
Archived tickets are moved to the Archived Tickets view, which you can access under the Views section of the Tickets module. You do not have to worry about losing any tickets because archiving only moves tickets to this dedicated view.
How should I archive tickets?
You cannot manually archive tickets, as this is an auto-archiving feature. However, you can unarchive a ticket from the Archived Tickets view. Tickets will also be unarchived when they receive a new conversation or on changing any of their properties. For example, a ticket will be unarchived when you modify their task or move it to a different department.
You can expect this feature to begin rolling out on Friday, August 27, 2021. To know more about how archiving works with sample use cases, refer to this help guide.
Team Zoho Desk