Help CenterUse 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.
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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.
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Thrash - 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.
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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:
- Use the ticket navigation bar on the left.
2. Search for a ticket using a keyword/email address → Go to Search in Tickets →
Show ticket search results → Use the tabs above the ticket list.
Moving tickets to folders
You can move the ticket to the selected folder in two ways:
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Go to the main tickets view and use the three-dot icon next to a ticket → select a specific folder to which you want to move the ticket.
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Open a specific ticket → click on the three dots icon and select the folder to which you want to move the ticket.
A new message from a requester always moves the ticket from the Archive, Trash, and Spam folders to the list with all recent tickets. This way, you’re assured that no message will slip your mind.