Plan requirement
| Subscription | Any plan |
| Access | Agent |
Old tickets vanish from search and views without being deleted. Archiving is why, and it is not something you switched on.
What archiving is
Zendesk moves closed tickets to an archive after they have been closed for a period. It is automatic, it applies to every account, and you cannot turn it off. The ticket still exists and can still be opened directly by its number or from the customer's history.
What changes when a ticket is archived
- It stops appearing in views. Views only cover active tickets.
- Search behaves differently. Archived tickets are searchable but not through every route, and results can feel incomplete.
- Business rules no longer touch it. Triggers and automations skip archived tickets entirely.
- It still counts in Explore. Reporting is unaffected, which is the important part.
Finding an archived ticket
Open the customer's profile and look at their ticket history, which includes archived ones. Or go to the ticket number directly if you have it. Both work.
Why it exists
Performance. Views and rules that had to consider every ticket you have ever had would get slower every month. Archiving keeps the active set a workable size, which is why it is not optional.
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