Unable to View Older Organization Conversations in Kayako

If you find that certain conversations from other users in your organization, which you could previously see through your organization view access, are now missing, it's important to note that older, closed conversations—especially those over roughly 30 days old—are purposefully hidden. This is a normal part of the platform's design.

Users with access across the organization can see their own closed conversations, but they cannot view organization-wide conversations closed for more than 30 days by other members.