Archive Tickets: Keep Your Support Queue Clean with Ticket Archiving

Ticket archiving in BoldDesk helps maintain a fast, clutter-free workspace by automatically moving long-closed tickets out of active views—without deleting any data. This improves performance, keeps ticket lists manageable, and preserves historical information for reporting and compliance.

Why Ticket Archiving Matters

• Keeps active ticket views clean and focused
• Improves loading speed and agent productivity
• Preserves historical ticket data for audits and reports
• Excludes inactive tickets from active SLA calculations

How Ticket Archiving Works

Ticket archiving is a fully automated system process. Agents and admins cannot manually archive, restore, or reopen tickets.

A ticket is archived only when all of the following conditions are met:

• The ticket status is Closed
• It has remained inactive for 120 consecutive days
• There are no pending approvals or activities

Once archived:

• The ticket is removed from all default and custom active views
• It appears only in the Archived Tickets view
• Automation rules no longer apply to it

Accessing Archived Tickets

To view archived tickets:

1. Go to the Tickets module
2. Select Archived Tickets (available at the bottom of the ticket views)
3. Search using Ticket ID or Title
4. Use filters to refine results

Available Filters

• Brand
• Ticket ID
• Advanced Filters (system and custom fields)

Archived ticket visibility is controlled by user permissions.
In the Agent Portal, archived tickets are available in read-only mode.

Customer Portal Behavior for Archived Tickets

Archived tickets remain accessible to customers and authorized users.

What users will see:

• A clear Archived banner at the top of the ticket
• Full access to view ticket history
• Ability to reply to the ticket

If a customer replies to an archived ticket:

• A new follow-up ticket is automatically created
• The new ticket is linked to the archived ticket for context and traceability

Users with contact group permissions can also view archived tickets belonging to their group.

Exporting Archived Tickets

Archived tickets can be exported directly from the Archived Tickets view.

Export details:

• Select required ticket fields
• Choose Excel or CSV format
• Configure time zone and time-field format (minutes supported)
• Add up to 48 CC email addresses
• Export is generated based on the current view
• Maximum of 1000 records per export
• Download link is sent via email

The agent’s default time zone is selected by default but can be changed.

Learn How to Export Tickets from the Agent Portal.

Deleting Archived Tickets

Archived tickets can be deleted manually from the archived tickets view.

Important notes:

• Deletion is a separate action from archiving
• Deleted archived tickets are soft deleted
• Tickets can be restored within 30 days from the Deleted Tickets view
• Permanent deletion is possible only after soft deletion
• Deletion permissions are required

Reporting, API, and Automations

• Reports: Archived tickets are included and treated as closed tickets
• Automations: Do not run on archived tickets
• API Access: Archived tickets can be fetched using the dedicated API endpoint
• Ticket Links: The original ticket URL remains unchanged and valid

Frequently Asked Questions (FAQs)

Can I unarchive or reopen a ticket?
No. Archived tickets cannot be restored to an active state or reopened.

Can tickets be manually archived or bulk archived?
No. Ticket archiving is fully automated and cannot be triggered manually or via automation rules.

Can agents add updates to archived tickets?
No. Once a ticket is archived, agents cannot add any further updates.

What happens if a customer replies to an archived ticket?
If a customer replies via email or the customer portal:

• A new follow-up ticket is automatically created.
• The new ticket is linked to the archived ticket for traceability and context.

Can users view archived tickets in their contact group?
Yes. Users with contact group ticket view permissions can access archived tickets belonging to the same group.

Can I still find closed tickets after 120 days?
Yes. Closed tickets older than 120 days are available in the Archived Tickets folder.

Are archived tickets included in SLA calculations?
No. Archived tickets are excluded from active SLA tracking.

Will the ticket link change after archiving?
No. The ticket link remains unchanged and valid.

Are archived tickets included in reports?
Yes. Archived ticket data is retained and included in reports as closed tickets.

Can I export archived tickets?
Yes. Archived tickets can be exported.

Do automation rules run on archived tickets?
No. Automation rules do not run on archived tickets.

Can I delete an archived ticket?
Yes. Archived tickets can be deleted from their ticket details page, subject to permissions.

How can I search archived tickets?

1. Go to Archived Tickets
2. Search using Ticket ID or Title
3. Apply filters to refine results

How can I fetch archived tickets via API?
Use the List Archived Tickets API endpoint available in the BoldDesk developer documentation.