| What | Teamwork automatically
archives
solved and closed tickets that
have not been interacted with for
120 days. |
| Why | Archiving tickets
improves the loading time for
inboxes and custom views,
especially ones containing
large quantities of inactive
tickets. |
| What | Teamwork automatically
archives
solved and closed tickets that
have not been interacted with for
120 days. |
| Why | Archiving tickets
improves the loading time for
inboxes and custom views,
especially ones containing
large quantities of inactive
tickets. |
💡 Only tickets
in Solved or Closed status are
archived. To prevent
specific tickets from being archived,
change them to an alternative
status.
Access archived
tickets
You can access archived
tickets
in a variety of ways (outlined below)
in
your Teamwork Desk
account.
⚠️ It is not
possible to unarchive an archived
ticket. Archived tickets are
read-only and cannot be
updated.
| Function | Details | Supported |
|---|---|---|
| URL | Access
a
ticket directly via
its unique
URL. https://yourcompany.teamwork.com/desk/tickets/3724574/ | ✔ |
| Search
results | Search
for tickets based
on ticket
subject, body content,
or customer
email. Archived tickets
matching your search are
included in
the Tickets tab of the search
results. | ✔ |
| Reports | Archived tickets are
included in reporting
results. | ✔ |
| Agent
profile | An agent's archived
tickets are included in
the Tickets tab of
the agent's
profile. | ✔ |
| Customer
profile | A customer's archived
tickets are included in
the associated tickets
list in
the Overview tab
of the customer's
profile. | ✔ |
| Customer
history | Archived tickets are
displayed in a ticket's Customer History tab. | ✔ |
| Company
profile | A company's archived
tickets are included in
the company
profile's Tickets tab. | ✔ |
| Customer
Portal | Customers can access
a read-only version of
their archived tickets
in their Customer
Portal account. | ✔ |
| Data
export | Archived
tickets are
included in
individual
data exports
except Tickets and Help
Docs. | ✔ |
| API
endpoints | Teamwork
Desk's v2 API
returns archived
tickets. API
options for archived tickets:
| ✔ |
| Function | Details | Supported |
|---|---|---|
| URL | Access
a
ticket directly via
its unique
URL. https://yourcompany.teamwork.com/desk/tickets/3724574/ | ✔ |
| Search
results | Search
for tickets based
on ticket
subject, body content,
or customer
email. Archived tickets
matching your search are
included in
the Tickets tab of the search
results. | ✔ |
| Reports | Archived tickets are
included in reporting
results. | ✔ |
| Agent
profile | An agent's archived
tickets are included in
the Tickets tab of
the agent's
profile. | ✔ |
| Customer
profile | A customer's archived
tickets are included in
the associated tickets
list in
the Overview tab
of the customer's
profile. | ✔ |
| Customer
history | Archived tickets are
displayed in a ticket's Customer History tab. | ✔ |
| Company
profile | A company's archived
tickets are included in
the company
profile's Tickets tab. | ✔ |
| Customer
Portal | Customers can access
a read-only version of
their archived tickets
in their Customer
Portal account. | ✔ |
| Data
export | Archived
tickets are
included in
individual
data exports
except Tickets and Help
Docs. | ✔ |
| API
endpoints | Teamwork
Desk's v2 API
returns archived
tickets. API
options for archived tickets:
| ✔ |
Limitations
Limitations relating
to
archived
tickets are outlined in the
following
table.
| Function | Details | Supported |
|---|---|---|
| Custom views | Archived tickets are
not returned in
results for custom views. | ✗ |
| Triggers | Triggers do not run on
archived
tickets. | ✗ |
| Merging
tickets | Archived tickets cannot
be merged. | ✗ |
| Solved
/
Closed tickets list
views | Archived tickets are not
shown when viewing lists
of solved or closed
tickets. | ✗ |
| Trash
can | Archived
tickets
which are
deleted
bypass the
trash can.
They
cannot be
restored. | ✗ |
| API
endpoints | Teamwork Desk's v1 API
does not
return archived tickets. | ✗ |
| Function | Details | Supported |
|---|---|---|
| Custom views | Archived tickets are
not returned in
results for custom views. | ✗ |
| Triggers | Triggers do not run on
archived
tickets. | ✗ |
| Merging
tickets | Archived tickets cannot
be merged. | ✗ |
| Solved
/
Closed tickets list
views | Archived tickets are not
shown when viewing lists
of solved or closed
tickets. | ✗ |
| Trash
can | Archived
tickets
which are
deleted
bypass the
trash can.
They
cannot be
restored. | ✗ |
| API
endpoints | Teamwork Desk's v1 API
does not
return archived tickets. | ✗ |
📩 Need help? Please contact
our Customer
Care team (support@teamwork.com)
for
assistance.