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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?

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.

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