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Archive tickets updates?

  • Jun 6, 2024 3:34 PM UTC
  • 6 replies
  • 413 views
Nexus
Contributor
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Hi

what’s this news about archived tickets?  Any 'closed' ticket that has been inactive for 120 days will be archived.

That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. 

That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.

What do you think?

massimo g.

    6 replies

    Sneha Kandasamy
    Community Debut
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    Hi @Nexus,

    Greetings from Freshworks Community!

    We understand your point. Unfortunately, the tickets will not be accessible through the general ticket list view. However, you do have the following alternatives:
    1. You can search for the archived tickets by choosing "Include Archived tickets" in Search preferences.

    2. You can also get the data from Analytics.

    For more details: https://support.freshdesk.com/en/support/solutions/articles/212901-ticket-archiving

    Also, this is a valid requirement. This can be taken as feedback for our future roadmap.

    You could voice out this in - https://community.freshworks.com/ideas. We would consider the ideas posted based on the votes that come up for our future route plan.

     

    Cheers,
    Sneha.

      Contributor
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      • FerFidalgo
      • Contributor
      • Feb 4, 2025 12:33 PM UTC

      Hello Sneha and team,

       

      I hope you are open for feedback and discuss changes to the Archive Tickets. If we could have the same as FreshService, we would benefit from being able to determine when tickets get archived, as 120 days is way too short.

       

      I managed to make an automation to prevent tickets from archiving, but it shouldn’t be the default behaviour. Also, there is a aesthetic bug with the Archive Ticket date selection box, resizing depending on the month which makes difficult to go back in time fast. If you could please request to have the date selection window with a fixed height, please.

       

       

        Community Debut

        I understand that tickets should be archived at some point but a 120 days is really too short. We have orders that run for more than a year, sometimes 2 unitl they are fully completed and delivered. 

        When a requester reacts to an archived ticket, a new ticket is created but it shows a link to the original ticket, which is really great. Why is this not possible for any reaction to a ticket, from a requester, an agent, collaborator, someone else who was in cc of the ticket? This feature would really be very valuable to us. 

         

        Next to that i’m also really curious ​@FerFidalgo how you automated to avoid tickets from going into archive, if i could do this for one of the teams this would help already a lot. Would you mind sharing? 

        Contributor
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        • scantrell
        • Contributor
        • Sep 10, 2026 7:05 PM UTC

        We export tickets for creating EOY reports, reports which are unable to be replaced by those in the analytics. Ticket views should have a binary filter (Yes | No) for including archived tickets. This would enable our current ticket view to remain viable with a simply toggle of the archive filter selection.

        antoinette
        Community Debut
        • antoinette
        • Community Debut
        • Oct 6, 2026 12:02 PM UTC

        Hi Freshdesk team

        Regarding archived tickets, if a user/customer attempts to reopen an archived ticket, by responding to the old ticket what is the system response? action? 

        This is something we have occurring regularly, and wuld like to know what will happen to the “new” ticket when a customer replies to an old thread?

        Regards, 

         

        Contributor
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        • FerFidalgo
        • Contributor
        • Nov 4, 2026 12:27 AM UTC

        I understand that tickets should be archived at some point but a 120 days is really too short. We have orders that run for more than a year, sometimes 2 unitl they are fully completed and delivered. 

        When a requester reacts to an archived ticket, a new ticket is created but it shows a link to the original ticket, which is really great. Why is this not possible for any reaction to a ticket, from a requester, an agent, collaborator, someone else who was in cc of the ticket? This feature would really be very valuable to us. 

         

        Next to that i’m also really curious ​@FerFidalgo how you automated to avoid tickets from going into archive, if i could do this for one of the teams this would help already a lot. Would you mind sharing? 

         

        I never replied to you, Frederique, my bad!

        I am just creating Automations → Hourly Triggers, creating several that will add a note after 2500h or so, and thus ticket has its archive timing reset. I tried, and saw it working, could not believe it but so far, so good. I have for 2500h, 5000h, 7500h and after 10.000 hours, 13 months, it is time to get archived.

         

         

        This is saving 5000+ tickets from archiving just on the last week. Unsustainable otherwise.

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