I know that tickets are archived after 120 days but what the heck does that mean? Does our customer service rep have access to them? If so How? If they click on a current ticket with the phone number will it bring up old tickets that are past 120 days?
Closed Tickets
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Here is some more information about archived tickets. For the most part, you won't see archived tickets in views, or be able to pull them from the Ticket Metrics API. You also won't have the ability to run business rules against them (which may be okay because those tickets are closed anyways).
Well we need to see old tickets, We often have people call back about an issue on the same product months later. We need to be able to see if it is the same or different issue.
All of our little issues e are having are just showing me that zendesk is not the right program for us.
You can still search and directly access each ticket. If you know the ticket number, or complete a search you should still be able to review those tickets. Tickets are also visible on the user profile, if you start with a user you can see all of the tickets they've requested or been CC'd on.
The link I provided earlier gives a really clear breakout of all the availability options along with links to how to succeed with each of those types of look ups. I hope it helps!
You should be able to see these tickets in the requester profile (if you have a ticket open, click the name of the requester, or search for the requester).
So if I click on a new ticket with a phone number in it will it bring up all the tickets associated with that phone number even archived tickets? Or do we have to search for them?
At the top of each ticket you should see some breadcrumbs that show the Organization, Requester, and ticket number. Clicking on the Requester name will load the requester profile and you'll be able to see all of their tickets. In the screenshot below, I'd click on my name to see all my tickets. 
OK got it. I thought that's where you meant.
So by clicking there this will bring up all tickets associated with either that rep or the phone number on the current ticket? Even if it has been closed for more than 120 days?
We don't use phone number, so I'm not 100% sure on how tickets are created for phones (my assumption is that you don't have a name, but you have a phone number and it works similar). I just checked one of my users and I can see tickets as far back as when we started using Zendesk in that view.
I should have included how long. I have tickets from 2013 that are in there no problem.
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