Missing Tickets - Zoho Desk Knowledgebase

Why can't I locate a ticket in Zoho Desk?

There can be many different reasons why a ticket could not be located in your Zoho Desk account. The most common causes are as follows:​

  • Marked as spam: Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. There are chances that the ticket you are looking for was marked as spam. Please switch to the Spam Tickets View and see if it exists or not. If existing, open the ticket and click on Not Spam bottom. The ticket is put back into the appropriate View. Also, keep in mind that spam tickets older than 30 days get deleted periodically.

  • Filter set to less than <All days>: There are chances that you are looking for a ticket that is older than 30 days from today. But you've set the filter to display only those tickets received in the last 15 or 30 days. If so, set the Ticket received in filter to All days and see if you can locate the ticket you need.

  • Moved to other departments: You may be looking for the ticket in the wrong place. It is likely that the ticket was moved to a different department by an agent or through an automation rule. So have a look at other departments, if there are any.

  • Deleted and moved to Recycle Bin: It's possible that the ticket was simply deleted from your account. Nevertheless, you can restore it from the Recycle Bin. To restore the ticket, got to Setup > Recycle Bin. Select the ticket that you want to put back and then click Restore.

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