How to Archive and Restore Tickets

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
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