Feature request: Display archived tickets within the interaction history of a ticket | The place for Zendesk users to come together and share
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Feature request: Display archived tickets within the interaction history of a ticket

Related products:Support
  • March 4, 2025
  • 10 replies
  • 23 views
Willi

Regrettably, there is no alternative method to access archived tickets aside from accessing the customer or user profile directly.

However, it's super helpful to notice at a glance when a customer has reached out several times, especially about ongoing issues or recurring complaints. That's why having a clear and complete interaction view is so essential!
 

Of course, this information can be found in the detailed view, but my colleagues are used to having the full communication history visible directly within the ticket. 

It would be helpful to have a dropdown option, like "See older/archived tickets," that allows them to easily access all past tickets within the interaction history of a ticket—without having to navigate to the customer profile.

Thanks

10 replies

Scott12
  • Scott12
  • March 5, 2025

If you use the customer context pane you can see all interaction history, including closed and archived tickets.

Danner
  • Danner
  • June 23, 2025

Scott
It does not include archived tickets in the context pane, though it should. 

It's mentioned here: https://support.zendesk.com/hc/en-us/articles/4408829170458-Viewing-customer-context-for-user-history-and-device-information

I hope they implement this as an option. Context from older tickets from long term customers is often highly useful and you lose that when they are hidden away while archived. 

    Dan Dillenbeck
    Hey Willi,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      M
      • Mena
      • August 4, 2025

      Including archived tickets in the interaction history is essential for our warranty team. We frequently need to verify whether a customer has submitted a previous claim (often dating back several years). Requiring the team to manually navigate to the user profile adds unnecessary friction and slows down the resolution process. Streamlining this by displaying archived tickets directly in the history will significantly improve efficiency

        G
        • Gert12
        • October 29, 2025

        Cannot see archived or closed tickets in the customer context pane. 
        This has worked before, but not anymore.

        C
        • CNX-Suzhou
        • November 28, 2025

        We've noticed that inbound tickets older than approximately 4 months are not appearing in the customer's right sidebar. Agents need to manually check these missing tickets using the customer's inbound email/phone number. Is it possible to display the complete ticket history?

          V
          • Viviana11
          • January 9, 2026

          We strongly support this request.
           

          In B2B and asset-based support models, tickets are not isolated interactions but part of a long-term service history linked to customers and to technical assets represented by Custom Objects. Warranties, investigations, and corrective actions often span 1–2 years or more.
           

          We have received confirmation from Zendesk Support that archived tickets (i.e. tickets closed for more than 120 days) are not visible in the ticket interaction history nor in the related tickets section of Custom Objects.

          This capability is critical for B2B, industrial and enterprise environments, where support must be guaranteed over multi-year timeframes (often aligned with warranty periods of 1–2 years or more).

          Limiting visibility to non-archived tickets effectively breaks the asset history and forces agents to rely on manual searches outside the object context, reducing efficiency and increasing operational risk.

           

            Tim39
            • Tim39Product Manager
            • Product Manager
            • January 21, 2026
            Hey everyone,
             
            I can confirm that the Interaction History within Customer Context only displays unarchived tickets. Thank you for taking the time to provide us with this feedback.
             
            This feature is on our backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
            J
            • Jukka11
            • January 29, 2026

            Hello! Also for us it is very disappointing to see that the system automatically removes the visibility of tickets older than 120 days. The amount of tickets we get is very low (only hundreds per year), but we are offering a premium service with massive fees for our customers and losing the communication history with our customers is a major problem for us. We mostly work on first-name basis with our customers and remembering their issues is essential for us to manage our brand image.

             

            It would be nice to have this kind of archiving functionality configurable. I can understand that maybe some companies need this kind of archiving functionality if they have millions of tickets per year. In our case even thousand per year would be a lot. We would like to see all historical tickets under one single view, so instead of archiving them just keep everything “non-archived”.

              Brett Bowser
              • Brett BowserCommunity Manager
              • Community Manager
              • April 21, 2026
              Under review→Accepted
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