SharePoint Document Issues

How to Archive Completed Tickets in a SharePoint Help Desk List

Amos Gikunda Oct 10, 2026 869 views

Question details

The user wants to know how to archive or hide completed IT Help Desk tickets in SharePoint without permanently deleting them.

How to Archive Completed Tickets in a SharePoint Help Desk List

Product: Microsoft SharePoint
Device & OS: not provided
Scenario: Managing ticket lifecycle in a SharePoint IT Help Desk list to keep the active view uncluttered.
Observed behavior: The default SharePoint IT Help Desk template lacks a built-in archive feature, often leading users to move completed tickets to the recycle bin instead of preserving historical records.

Before you start

Ensure you have 'Design' or 'Full Control' permissions on your SharePoint site to create new list views or set up automated flows via Power Automate.

Solution 1Recommended

Create a Filtered View to Hide Completed Tickets

The simplest way to maintain an active list is to create a custom view that automatically filters out any ticket marked as completed, acting as a visual archive.

This method does not move the actual data to a different location. Instead, it alters how the list is displayed so that active workers only see pending or in-progress tickets, preserving the completed items in the background.

Access the Help Desk list

Navigate to your IT Help Desk list within your SharePoint site.

Edit the current view

Click on the 'View options' drop-down menu (usually displaying 'All Items') in the top-right corner of the list and select 'Edit current view'.

Set the filter criteria

Scroll down to the 'Filter' section on the settings page. Select the option 'Show items only when the following is true', choose the 'Status' column from the drop-down, set the condition to 'is not equal to', and type 'Completed' in the value field.

Save your view

Scroll to the bottom or top of the settings page and click 'OK' to save your changes. Your default list view will now automatically hide completed tickets.

Create a Filtered View to Hide Completed Tickets

Quick Access: You can create a secondary view called 'Archived Tickets' by setting the filter to only show items where Status is equal to 'Completed', allowing easy access to historical data.

Solution 2

Use Power Automate to Move Tickets to an Archive List

If you need a separate physical archive to reduce the main list's size or for strict record-keeping, you can use Power Automate to automatically transfer completed items to a dedicated list.

Free Microsoft Office alternative

Boost Your Document Productivity with WPS Office

While managing SharePoint lists and complex Power Automate workflows can be technical and time-consuming, handling your daily documents doesn't have to be. WPS Office provides a lightweight, highly compatible alternative to Microsoft Office, letting you create, edit, and manage your files with ease and zero cost.

1. Download and Install: Visit the official WPS Office website to download the free installer for your operating system.
2. Open your files: Launch WPS Office and open your existing Microsoft Office documents without worrying about formatting loss.
3. Edit and collaborate: Use the familiar interface to edit your documents and save them locally or to your preferred cloud storage platform.

Completely free and lightweight office suiteFully compatible with Microsoft Word, Excel, and PowerPoint formatsAll-in-one workspace with a familiar tabbed interfaceBuilt-in PDF editing, conversion, and annotation tools

microsoft office alternative - wps office

Frequently Asked Questions

How do I view tickets that were hidden using a filtered list view?

You can temporarily switch your list view back to the default 'All Items' without the filter, or you can create a dedicated 'Completed Tickets' view by changing the filter criteria to only display items where the Status is equal to Completed.

Can I recover tickets if I accidentally deleted them instead of archiving?

Yes, if a ticket was manually deleted from the SharePoint list, it is moved to the site's Recycle Bin. A site owner or member with edit permissions can restore it from the Recycle Bin within 93 days.

Can I set tickets to auto-archive after a certain number of days?

Yes. Instead of an automated trigger based on item modification, you can create a 'Scheduled cloud flow' in Power Automate that runs daily. The flow can query the SharePoint list for items marked as completed more than a specific number of days ago and move them to your archive list.

Document & File Issues