Archiving ticket queues

Retire a queue you no longer use without losing its history. Archiving stops new tickets from landing in a queue while keeping every past ticket, report, and setting intact — and you can restore it in one click.

Archive vs. delete

  • Archive — Reversible. Keeps every ticket and all history. The queue disappears from the places people pick a queue for new work, but stays available in filters and reports. Restore it whenever you want.
  • Delete — Permanent. You must move existing tickets into another queue first, and the queue and its email identity are gone for good.

Reach for Archive when a team or channel winds down but you still need to search and report on its past tickets.

1. Archive a queue

Go to Admin → Tickets → Queues. Every queue row has an archive button on the right. Click it to archive that queue.

Screenshot of the ticket queue list with the archived queue example

The Queues admin list. Each row has its own archive / restore control, and an archived queue keeps its place in the list with an "Archived" tag so it's easy to find again.

You can also archive from the queue itself: open a queue to edit it and click archive in the footer, next to Save and Delete.

The Edit Queue dialog for an active queue, where the archive button sits alongside save and delete.

The queue editor for an active queue. The "archive" button sits alongside "save" and "delete".

2. What changes when a queue is archived

  • Existing tickets stay put. Nothing is moved, closed, or deleted. The queue keeps its full history and its reports.
  • New work can't be routed to it. The queue is hidden from the queue picker on new-ticket forms, the customer portal, and quick tickets, and it's skipped by email routing and automations.
  • Email to its address bounces politely. A message sent to an archived queue's address gets a clear bounce reply instead of silently disappearing.
  • It still appears where you need history. Ticket filters, saved searches, and reports let you filter by an archived queue so past work stays reportable.

3. Restore a queue

Changed your mind? Open the archived queue and click unarchive (or use the restore control on its row). The queue becomes active again right away and can receive new tickets. Restoring is always allowed.

The Edit Queue dialog for an archived queue, where the same control now reads unarchive.

For an archived queue, the same control reads "unarchive". One click brings the queue back into active use.

4. Archived queues in filters, reports & triggers

Filtering past tickets. Archived queues stay selectable in ticket filters and saved searches, so you can still pull up — and report on — every ticket that ever went through a retired queue.

The saved search editor, where the Queues filter still lists archived queues alongside the active ones.

The Queues filter in a saved search keeps archived queues in the list, so historical tickets remain easy to find.

Triggers that already use a queue. If a trigger's Set ticket queue to action points at a queue you later archive, the trigger holds on to that value — it isn't silently cleared, so your existing automation keeps working. When you build a *new* action, only active queues are offered.

A Mojo bot's action list, where an existing Set ticket queue to action still has the archived Other queue selected.

An existing "Set ticket queue to" action keeps its archived target (Other) selected, so archiving a queue never quietly changes what your triggers do.

Before you archive

Mojo won't let you archive a queue if doing so would leave tickets with nowhere to go. If you see one of these messages, resolve the flagged item and archive again:

  • It's your only active queue. At least one active queue must remain so new tickets always have a home.
  • It's used as a from-address. Move the from-address to another queue first.
  • It has pending guest requests. Approve, reject, or discard them first.
  • It's a form's default queue. Change that form's default queue first.

Common questions

Does archiving move or close existing tickets?
No. Every ticket stays exactly where it is, with its full history. Archiving only stops *new* tickets from being routed to the queue.

Can customers still see the queue?
It won't appear as a choice when a customer submits a new ticket or guest request. Their existing tickets in that queue are unaffected.

What happens to email sent to an archived queue?
The sender gets a bounce reply letting them know the address isn't accepting new tickets, rather than the message being lost.

Can I archive and restore a queue as often as I like?
Yes. Archiving is fully reversible — restore a queue any time and it's immediately ready for new tickets.

Should I archive or delete?
Archive when you might want the queue — or its reporting — back, or when it still holds tickets you care about. Delete only when you're sure the queue is gone for good; deleting requires moving its tickets to another queue first and can't be undone.