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.
Related Articles
Customizing Ticket IDs in Zoho Desk
It is essential for companies to identify and track support tickets to locate them quickly and to reference them in conversations. Zoho Desk identifies and distinguishes tickets using a unique reference number called a ticket ID. Whenever a ticket ID ...
Zoho Desk
A help desk is a department in an organization that is responsible for providing the support customers need when using a company's product or service. When a customer has a problem or problem, they will contact the help desk and the product expert ...
Rebranding Zoho Desk Account
Organizations have unique identifiers such as logos, portal names, access links for customers etc. that bring them exclusivity and recognition among several other companies. Such organization specific details must also reflect in the applications ...
Web Forms in Zoho Desk
Web Forms simplify the process of capturing support tickets from your website into your Zoho Desk. The tickets can be from customers requesting your help or simply leaving feedback about your product. Either way, the Web Forms are easy to design and ...
Zoho Desk Features: Enhancing Customer Support Efficiency
Understanding Zoho Desk Features Zoho Desk is a powerful customer service software designed to streamline and enhance the support experience for both agents and customers. This article will delve into some of the key features of Zoho Desk, focusing ...