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
   

   
   
   

Searching Archived Tickets

Follow these steps to search for archived tickets.

1. Navigate to the archived tickets section.

2. From the section, you can filter by brand. This will only list archived tickets related to a particular brand.

3. Optionally, you can use the search option to find an archived ticket using the title or ticket ID.
   

   
   
   

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.

Advanced Filters in Archived Tickets.

To find an archived ticket assigned to a particular user without exact search criteria, you may use filters and permissions within the Tickets module.

1. Navigate to the Archived Tickets section at the bottom of the ticket views by going to Tickets > Archived Tickets.

2. Use filters such as Brand, Ticket ID, or Advanced Filters (covering system and custom fields) to narrow down your search.

3. Click on Filters to apply the desired criteria.
   

   
   
   

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

Printing Archived Tickets in BoldDesk

Archived tickets in BoldDesk allow teams to retain historical records without cluttering active ticket views. Although archived tickets cannot be modified, they can still be viewed and printed for auditing, compliance, or record‑keeping purposes. Follow the steps below to print archived tickets in BoldDesk.

1. In the left navigation panel, click Archived Tickets.
2. Browse or search for the ticket you want to print.
3. Above the ticket, click on Print Ticket.
   
   
   
   
   
4. A print‑friendly preview of the ticket will open in a new window or tab.
   
   
   
   
   
5. Use your browser or system print dialog to:
   • Choose a printer
   • Select page range
   • Adjust layout settings (portrait/landscape)
   • Save as PDF if needed
6. Click Print to complete the process.

Using Ticket Metrics Report for Exporting Active and Archived Tickets

1. Go to the Reports module from the left menu.
2. Select the Ticket Metrics Report.
3. Set your preferred date range (e.g., last 6 months or 1 year).
4. Review the combined list of active and archived tickets included in the report.
5. Click Export to download all ticket data from a single place.
   
   
   
   
   
   For more insights, explore Overview About Ticket Metrics Report.

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 may be retrieved via the designated API endpoint. For further details, please refer to the following link: Getting the List of Archived tickets
• Ticket Links: The original ticket URL remains unchanged and valid

Deleting Archived Tickets

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

Frequently Asked Questions (FAQs)

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

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

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

4. 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.

5. 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.

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

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

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

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

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

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

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

13. How can I search archived tickets?

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

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

15. What ticket fields can be edited in an archived ticket?
None. Archived tickets do not allow editing of any fields, including system or custom fields.

16. Can I edit an archived ticket in BoldDesk?
No. Once a ticket is archived in BoldDesk, it becomes read‑only in the Agent Portal. Agents and admins cannot modify any ticket data after archiving.

17. Can I turn off the ticket archive feature in BoldDesk?
No. The ticket archive feature in BoldDesk cannot be turned off. Ticket archiving is a system‑controlled process and is not configurable through admin settings.

Related Articles

1. How to Export Tickets From the Agent Portal
2. How to Log Time Spent on a Ticket in BoldDesk