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.
- 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.
- 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.
- 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
- You cannot manually archive tickets, as this is an auto-archiving feature.
- Tickets cannot be unarchived in bulk.
- Tickets with open activities and pending approvals will not be archived.
- Tickets, although archived, will still show up in search results.
- Archived tickets will also be available within Analytics.
- Archived tickets will not be available under default and custom ticket views.
- The All Departments view will not display the archived tickets.
- The Archived Tickets view is not available on the mobile apps.
- Archiving does not delete tickets; it only moves them to a dedicated view.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Archiving Custom Views
It is typical for you to create custom list views to filter out records based on specific criteria. But what if you accumulate way too many over time. You may need to trim down the number of custom views to quickly locate and retrieve the most used ...GoToWebinar for Zoho Desk
Webinars help give product demos and make a great tool for customer support. The GoToWebinar extension for Zoho Desk helps support agents explain their product efficiently through webinars, allowing them to resolve support tickets faster. With this ...Introduction to Zoho Desk
Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert ...Highrise for Zoho Desk
View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...Ticket Insights Extension for Zoho Desk
Customer support tickets comprise multiple components like conversations, tasks, and approvals. Usually, this information is scattered and must be gathered from different tabs and views on a ticket, taking up time. The Ticket Insights extension for ...
New to Zoho LandingPage?
Zoho LandingPage Resources