Ticket Archiving - Zoho Desk Knowledgebase

About ticket archiving in Zoho Desk

To enhance your help desk performance and allow the day-to-day ticketing operations to happen much faster, Zoho Desk will automatically archive closed and inactive tickets. Archiving tickets speeds up the loading time for views that have gotten slower over time due to many thousands of records.

Archiving Process
Zoho Desk automatically archives tickets that have been marked as Closed and are inactive for 120 days. Archived tickets are moved to the Archived Tickets view, which you can access under the Views section. You can manually unarchive tickets from this view. Tickets will also be unarchived when they receive a new conversation or on changing any of their properties. For example, a ticket is unarchived when you modify their task or move it to a different department.

Understanding when tickets are archived
As mentioned previously, a ticket will need to be in the "Closed" state and cannot have been updated for a minimum of 120 days for it to be archived. Let's look at some sample cases to understand better when tickets will or will not be archived.
  1. A ticket is in the "Closed" state for 118 days, but received a customer reply or comment on the 119th day. This particular ticket will not be archived the next day (i.e., 120th day). Instead, its counter will be reset and will be archived only after another 120 days.
  2. Another ticket in the "On Hold" state for 130 days that requires input from a third party. This particular ticket will not be archived since only tickets that have been in the "closed" state for a minimum of 120 days will be archived.
  3. A ticket with a custom status (for example, Resolved) has been mapped to the closed-state for 119 days. This ticket is archived the next day, because tickets in other closed-mapped statuses will also be archived.

Points to remember
  1. You cannot manually archive tickets, as this is an auto-archiving feature.
  2. Tickets cannot be unarchived in bulk.
  3. Tickets with open activities and pending approvals will not be archived.
  4. Tickets, although archived, will still show up in search results. 
  5. Archived tickets will also be available within Analytics.
  6. Archived tickets will not be available under default and custom ticket views. 
  7. The All Departments view will not display the archived tickets.
  8. The Archived Tickets view is not available on the mobile apps.
  9. Archiving does not delete tickets; it only moves them to a dedicated view.

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