Editing and managing your ticket fields

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4 Comments

  • Jen Tam

    My team is having the same issue that @... is having. Is there any solution to this?

    0
  • Dave Dyson
    Zendesk Community Manager

    @... and @... –

    There isn't a way from within Zendesk to copy the contents of one field to another.

    As Sondra says, one way to do this would be to use the API that retrieves the deprecated field's contents and copy those to the new field (thought I imagine this might require some mapping of "old value" to "new value", since presumably the new field will have a different set of values than the old field, and I'm also presuming you're using dropdown fields for this).

    Sondra also mentioned what I think may be a better solution, which I'll expand on a bit: rename your old field to the new name, add the new field values to that field, and change the names of the old field values (but not the associated tags), adding something like "DEPRECATED", "OBSOLETE", or "OLD - DO NOT USE" to the beginning of the names of the values. That way you won't lose any data. You could go one step farther, and use nesting to group all your outdated field values into a single top-level value, to minimize clutter in your new field. Another advantage of this method is that you can't change the values stored in Closed tickets, since those tickets are immutable. Changing the names but leaving the tags in place means you'll still have the data in these Closed tickets as well.

    Finally, I'd add that it's always a good idea to test out changes like these in a test field so you don't make a mistake, using a sandbox account if you have one, or using a temporary dropdown field in your production account (let your agents know so they don't get confused by it).

    Hope that helps, and thanks @...!

    1
  • Gabrielle Rosso

    Hello, 

    Is there a way to create a custom field available for agents which would be editable by admins only?  Basically, we don't want agents to be able to modify it but have the information in read only.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi @...

    Not natively as far as I know but there's an app for that!

    https://www.zendesk.com/apps/support/ticket-field-manager/

     

    0

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