You can't edit archived tickets, and that's a big problem if you need to edit the contact and/or company value associated with the tickets. They remained orphaned in a ghost contact account forever.
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Ability to unarchive tickets and make archiving optional
+1
The purpose of the archive feature is to make sure tickets are moved to dormant storage and no update/activity can be actioned on them further. We have put the archiving process of tickets on hold for now and the tickets would no longer be archived.
Any reply to the existing archived tickets on the helpdesk should be logged as a new ticket and thus, you should be able to handle them.
Cheers!
+2I too would like to be able to un-archive tickets.
When we retire ticket fields, they still appear in analytics reports even though the tickets with the old fields have long been archived and are not included in any ticket counts in the reports.
+2Please make the archiving of tickets optional. As company, we don’t prefer archiving.
Also, legally, we must delete all the tickets older than 10 years, and we have an automation that we set up at the beginning with the help your onboarding personnel, and now that automation does not work because of archiving.
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