Plan requirement
| Subscription | Any plan |
| Access | Agent |
Old tickets leave your views without being deleted, and search still finds them. Archiving is why, and it happens 120 days after a ticket closes.
Where did my old tickets go?
Into the archive. Zendesk moves a ticket there 120 days after it closes, so that views do not have to consider every ticket you have ever had. You did not switch it on and you cannot switch it off. Open one and it carries a This is an archived ticket banner.
Two things stop it happening
A ticket with more than 10,000 events is not archived, nor is one whose associated records pass 2 MB. In the other direction, an account with very high volumes may see tickets archived sooner than 120 days, and in a sandbox it happens after three days.
What still works, and what stops?
Search finds archived tickets, and so do the ticket lists on a user, group or organisation profile. Explore reports on them, the incremental export returns them, a data export includes them, and a direct link opens one. There is no filter for "archived", but type:ticket status:closed updated<2023-03-31 finds the ones that qualify.
Where they are absent
Views exclude them, and triggers and automations cannot run on them at all. They do not appear under Interactions in the customer context panel, which catches agents out: the customer profile shows the history, the panel beside the ticket does not.
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