Archive Tickets – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 21 Jul 2026 09:57:23 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.2 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Archive Tickets – SupportCandy https://supportcandy.net 32 32 What Are Archived Tickets https://supportcandy.net/docs/archive-tickets/ Wed, 24 Dec 2025 09:05:21 +0000 https://supportcandy.net/?post_type=docs&p=347691
Overview

Archived Tickets help you manage old or inactive tickets efficiently. Instead of deleting them, SupportCandy moves these tickets to a separate archive system, keeping your main ticket list clean, fast, and focused.

Where to Find

Go to: Support → Archived

What Happens When a Ticket Is Archived

When a ticket is archived:

  • It is moved from the main tickets table
  • It is stored in a separate archive table
  • It is not deleted
  • It can be restored at any time

This approach ensures that your data remains safe while improving overall system performance.

Why Archived Tickets Are Important

Archived Tickets play a key role in maintaining performance and usability, especially on websites with a large number of tickets.

Improves Performance
  • Active tickets remain in the main table
  • Old or inactive tickets are moved to the archive table
  • Ticket lists load faster
  • Search results are quicker and more efficient
Improves Ticket Management
  • Keeps focus on active and ongoing tickets
  • Reduces clutter in the ticket list
  • Stores old tickets safely for future reference

Example

Suppose your system has thousands of old resolved tickets:

  1. Archive inactive tickets
  2. Keep only active tickets in the main list
  3. Access archived tickets anytime when needed

This ensures faster ticket loading and better usability without losing historical data.

Notes / Tips
  • Archiving is safer than deleting tickets permanently
  • Use archiving regularly to maintain system performance
  • You can restore archived tickets whenever required
  • Ideal for long-term ticket storage and reporting

]]> How to Archive and Restore Tickets https://supportcandy.net/docs/how-to-archive-and-restore-tickets/ Wed, 24 Dec 2025 09:50:20 +0000 https://supportcandy.net/?post_type=docs&p=347705
Overview

SupportCandy allows you to archive tickets to keep your main ticket list clean and optimized, and restore them whenever needed. Archiving does not delete tickets—it simply moves them to a separate archive section.

Archive Tickets

You can archive tickets using either bulk actions or from the ticket detail page.

Archive from Ticket List (Bulk Action)
  1. Go to Support → Tickets
  2. Select one or more tickets using the checkboxes
  3. Click Bulk Actions
  4. Select Archive
  5. Apply the action

The selected tickets will be moved to Archived Tickets.

Archive from Ticket Detail Page
  1. Open any ticket
  2. Click the Archive button at the top

The ticket will be moved to the Archived section.

View Archived Tickets

You can access all archived tickets in a dedicated section Support → Archived.

What You Can Do
  • View complete ticket details
  • Access full conversation history
  • Search, filter, and sort tickets
  •  

Restore Archived Tickets

Restoring a ticket moves it back to the main ticket list, making it active again.

Restore from Archived Ticket List
  1. Go to Support → Archived
  2. Select one or more tickets
  3. Click Bulk Actions
  4. Select Restore
  5. Apply the action

The selected tickets will move back to Support → Tickets.

Restore from Ticket Detail Page
  1. Open an archived ticket
  2. Click the Restore button at the top

The ticket will be restored and become active again.

Who Can Access Archived Tickets

Access to archived tickets is controlled by agent permissions.

  • Agents must have the capability:
    Archive ticket access
  • Permissions can be managed from:
    Support → Support Agents → Agent Roles → Archive ticket access
Example

Suppose you want to clean up resolved tickets:

  1. Select multiple closed tickets from the ticket list
  2. Archive them using bulk action
  3. Access them later from the Archived section if needed
  4. Restore any ticket if further action is required

Notes / Tips
  • Archiving is a safe alternative to deleting tickets
  • Use bulk actions to save time when archiving multiple tickets
  • Restore tickets whenever they need further updates
  • Ensure proper permissions are assigned to agents for archive access
]]> Archived Ticket Permissions (Agent Roles) https://supportcandy.net/docs/archived-ticket-permissions-agent-roles/ Wed, 24 Dec 2025 10:36:14 +0000 https://supportcandy.net/?post_type=docs&p=347728
Overview

SupportCandy allows you to control who can archive, view, and permanently delete archived tickets using Agent Roles. Each permission is independent, giving you fine-grained control over how archived tickets are managed.

Where to Find

Go to:

Support → Support Agents → Agent Roles

  1. Open an existing role or create a new one
  2. Configure the archived ticket permissions as needed
  3. Save the role

Archive Ticket (Capability)

This permission controls whether an agent can archive tickets.

When Archive Ticket is enabled, the agent can:

  • See the Archive option on the ticket page
  • Archive tickets that are:
    • Unassigned
    • Assigned to themselves
    • Assigned to other agents
Where the Option Appears
  • On the individual ticket page
  • In ticket actions (based on role access)
If Disabled
  • The agent cannot archive any ticket

Archive Ticket Access (Other permissions)

This permission controls whether an agent can access archived tickets.

When Archive Ticket Access is enabled:

  • The Archived menu appears under Support
  • The agent can:
    • View archived tickets
    • Open archived tickets
    • Browse, search, and filter archived tickets
If Disabled
  • The Archived menu is hidden
  • The agent cannot view archived tickets
Archive Ticket Permanent Delete Access (Other permissions)

This permission controls whether an agent can permanently delete archived tickets.

When Archive Ticket Permanent Delete Access is enabled:

  • The Permanently Delete option is available
  • This option appears:
    • In Bulk Actions
    • On the individual archived ticket page
Important
  • Permanently deleted tickets are removed from the database
  • This action cannot be undone

Example

Suppose you want limited access for junior agents:

  • Enable Archive Ticket Access → so they can view archived tickets
  • Disable Archive Ticket Permanent Delete Access → to prevent data loss
  • Enable or disable Archive Ticket based on whether they should archive tickets

This ensures better control and prevents accidental deletion.

Notes / Tips
  • Assign permissions carefully based on agent responsibilities
  • Avoid giving permanent delete access to all agents
  • Use separate roles for different support levels (e.g., junior vs senior agents)
  • Regularly review permissions to maintain security and control
]]> Automatic Archiving and Deletion https://supportcandy.net/docs/automatic-archiving-and-deletion/ Wed, 24 Dec 2025 09:57:51 +0000 https://supportcandy.net/?post_type=docs&p=347711
Overview

SupportCandy allows you to automatically archive closed tickets and permanently delete archived tickets after a defined period. This helps keep your system clean, organized, and scalable without manual effort.

Auto archive closed tickets
How It Works

Automatically move closed tickets to the archive after a set time.

  • Only closed tickets are considered
  • Tickets are archived after the configured time period
  • Archiving runs automatically in the background
How to Enable

Go to:

Support → Settings → Miscellaneous → Advanced

  1. Find Auto archive closed tickets
  2. Set the retention period (days, months, or years)
  3. Click Save Settings
Disable Automatic Close
  • Set the value to 0 to disable this feature

Permanently Delete Archived Tickets

Automatically remove archived tickets after a defined time.

How It Works
  • Archived tickets are retained for a set duration
  • After that, they are permanently deleted
  • Deleted tickets cannot be restored
How to Enable

Go to:

Support → Settings → Miscellaneous → Advanced

  1. Find Permanently delete archived tickets
  2. Set the retention period (days, months, or years)
  3. Click Save Settings
Disable Automatic Deletion
  • Set the value to 0 to disable this feature
Important Notes
  • Archived tickets are not deleted by default
  • Archived tickets do not impact system performance
  • Restoring a ticket moves it back to active tickets
  • Permanently deleted tickets are irrecoverable
  • Using archiving helps improve system speed and scalability

Example

To maintain a clean system:

  • Set Auto archive closed tickets to 30 days
  • Set Permanently delete archived tickets to 180 days

This ensures:

  • Recent tickets remain accessible
  • Old tickets are removed automatically
  • Your database stays optimized

Notes / Tips
  • Use longer retention if you need historical records
  • Avoid short deletion periods unless necessary
  • Regularly review settings based on support volume
  • Combine archiving with role-based permissions for better control
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