Archive, Trash, and Spam folders

Use the Archive, Trash, and Spam folders to categorize and organize your tickets according to their actual status or value to your business.

Types of folders

There are three types of folders: Archive, Trash, and Spam, which you can use to keep only relevant tickets on your dashboard.

Archive

Move tickets to the Archive folder to remove “Solved” or “Closed” tickets from the main dashboard to keep it clean. 

Archived tickets won’t be deleted from the Archive folder, and you can unarchive them anytime.  

Automatic archiving is constantly performed for tickets with 60 days of inactivity with Pending, Solved, and Closed statuses.

Automatic archiving is constantly performed for tickets with 60 days of inactivity with Pending, Solved, and Closed statuses.

Trash

Move tickets to the Trash folder to remove “Solved,” “Closed,” or unnecessary tickets from the main dashboard to keep it clean. 

Trash tickets are automatically and permanently deleted after 30 days of inactivity.

Spam

Move tickets to the Spam folder to remove malicious or otherwise unnecessary tickets.

Spam tickets are automatically and permanently deleted after 60 days of inactivity.

Browsing tickets in folders

You can browse tickets in folders in two ways:

1. Using the ticket navigation bar on the left.

2. Using filtering options.

The “Save view” button isn’t available for Archive, Spam, and Trash tickets.

The “Save view” button isn’t available for Archive, Spam, and Trash tickets.

Moving tickets to folders

You can move the ticket to the selected folder in three ways:

1. Go to the main dashboard and use the quick actions menu to move the ticket to a specific folder.

2. Go to the main dashboard and use bulk actions to move more tickets to a specific folder.

3. Open the ticket and select its new folder in the ticket details.

A new message from a requester always moves the ticket from the Archive, Trash, and Spam folder to the list with all recent tickets. This way, you’re assured that no message will slip your mind.

A new message from a requester always moves the ticket from the Archive, Trash, and Spam folder to the list with all recent tickets. This way, you’re assured that no message will slip your mind.

How to unarchive a ticket from the Archive

To unarchive a ticket from the Archive and bring it to the main dashboard, select the archived ticket and pick the unarchive action available at three points.

How to restore a ticket from the Trash

To restore a ticket from the Trash and bring it to the main dashboard, select the ticket moved to the Trash and pick the restore action available at three points.

How to mark a ticket as not spam

To mark a ticket as not Spam and bring it to the main dashboard, select the ticket moved to Spam and pick the “Not spam” action available at three points.