Ticket Archiving -Online Help | Zoho Desk

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.

      Create. Review. Publish.

      Write, edit, collaborate on, and publish documents to different content management platforms.

      Get Started Now


        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 CRM Training
            Redefine the way you work
            with Zoho Workplace

              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 CRM Training

                Create, share, and deliver

                beautiful slides from anywhere.

                Get Started Now


                  Zoho Sign now offers specialized one-on-one training for both administrators and developers.

                  BOOK A SESSION







                              Quick LinksWorkflow AutomationData Collection
                              Web FormsEnterpriseOnline Data Collection Tool
                              Embeddable FormsBankingBegin Data Collection
                              Interactive FormsWorkplaceData Collection App
                              CRM FormsCustomer ServiceAccessible Forms
                              Digital FormsMarketingForms for Small Business
                              HTML FormsEducationForms for Enterprise
                              Contact FormsE-commerceForms for any business
                              Lead Generation FormsHealthcareForms for Startups
                              Wordpress FormsCustomer onboardingForms for Small Business
                              No Code FormsConstructionRSVP tool for holidays
                              Free FormsTravelFeatures for Order Forms
                              Prefill FormsNon-Profit
                              Intake FormsLegalMobile App
                              Form DesignerHRMobile Forms
                              Card FormsFoodOffline Forms
                              Assign FormsPhotographyMobile Forms Features
                              Translate FormsReal EstateKiosk in Mobile Forms
                              Electronic Forms
                              Drag & drop form builder

                              Notification Emails for FormsAlternativesSecurity & Compliance
                              Holiday FormsGoogle Forms alternative GDPR
                              Form to PDFJotform alternativeHIPAA Forms
                              Email FormsEncrypted Forms

                              Secure Forms

                              WCAG

                                      Create. Review. Publish.

                                      Write, edit, collaborate on, and publish documents to different content management platforms.

                                      Get Started Now






                                                        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.




                                                            Manage your brands on social media

                                                              Use cases

                                                              Make the most of Zoho Desk with the use cases.

                                                               
                                                                

                                                              eBooks

                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

                                                               
                                                                

                                                              Videos

                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

                                                               
                                                                

                                                              Webinar

                                                              Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                               
                                                                
                                                              • Desk Community Learning Series


                                                              • Meetups


                                                              • Ask the Experts


                                                              • Kbase


                                                              • Resources


                                                              • Glossary


                                                              • Desk Marketplace


                                                              • MVP Corner

                                                                Zoho Sheet Resources

                                                                 

                                                                    Zoho Forms Resources


                                                                      Secure your business
                                                                      communication with Zoho Mail


                                                                      Mail on the move with
                                                                      Zoho Mail mobile application

                                                                        Stay on top of your schedule
                                                                        at all times


                                                                        Carry your calendar with you
                                                                        Anytime, anywhere




                                                                              Zoho Sign Resources

                                                                                Sign, Paperless!

                                                                                Sign and send business documents on the go!

                                                                                Get Started Now




                                                                                        Zoho TeamInbox Resources





                                                                                                  Zoho DataPrep Demo

                                                                                                  Get a personalized demo or POC

                                                                                                  REGISTER NOW


                                                                                                    Design. Discuss. Deliver.

                                                                                                    Create visually engaging stories with Zoho Show.

                                                                                                    Get Started Now









                                                                                                                        • 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 ...
                                                                                                                          Wherever you are is as good as
                                                                                                                          your workplace

                                                                                                                            Resources

                                                                                                                            Videos

                                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                            eBooks

                                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                            Webinars

                                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                            CRM Tips

                                                                                                                            Make the most of Zoho CRM with these useful tips.



                                                                                                                              Zoho Show Resources