Understanding tags and ticket fields

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7 Comments

  • Madeline K.

    We have a field with values that do not match up with the corresponding tag. At some point, our team updated the field values without reviewing tags, so there are mismatches between the two. This is making our reports on this field confusing because the tags are completely different than the field values.

    What I am wondering is how we should go about making the update to our tags so they align with the field value. My understanding from this article is that we will lose the historical data if we simply update the tags to better align with the field value. Is this accurate? Is there any way to keep the historical data based on the field value itself? 

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  • Giuseppe
    Zendesk Customer Care

    Hi Madeline,

    If you're using Explore, you can create a report solely based on the ticket field value, regardless of the tag that it's associated with. Assuming that the correct values were still selected in your tickets (even if if they were associated to an incorrect tag), they should still show in Explore. Here's an article about this - Reporting with custom fields. In other words, as long as the correct value in the ticket field is being selected in your tickets, then Explore should reflect these values.

    I understand you're planning on correcting the tag associated with the ticket field, however, you are correct in saying that this could further skew your data, especially for your already closed tickets. Changing the title/value of the field to align with the tags will change the values shown in the ticket and in the Explore data I showed above. On the other hand, moving the tags around for dropdown fields will also cause data to be changed as well (i.e. the actual ticket field values will change depending on the tag).

    If you plan to do this, I recommend reviewing this article first to emphasize its impact - Understanding how creating, deactivating, or deleting ticket fields impacts tickets

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  • Emmanuel Lepessec

    Hello

    If I understand well, there is no way do "disable" values in a drop-down list, so that we may change the proposed values at ticket creation without loosing historic data?

    What we want to do is : continue using the same field, but propose some new values to our customers, that better fit our needs and their understanding. At ticket creation, we would like our drop-down list to display only the new values, and not show the old ones. But we don't want to loose data from old tickets. How do we do this ?

    Thank you

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Emmanuel Lepessec,

    What I've done in the past is change the name of the option but left the tag alone. In this way the old values will be merged with the new values because really the tag dictates it in reporting. 

    Only do this if the intent of the value is the same! 

    Sincerely,

    Heather

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  • Emmanuel Lepessec

    Hi Heather

    Thank you for your reply. :) Yes that could be a solution, but unfortunately our old values are really too different from the new ones... This is particularly a problem on one of our lists which contains far too may options for the moment, and we want to reduce the number of choices.

    I think we don't really have the choice: we will need to create new fields, and make the current ones "agent only", so that they appear only in the backoffice.

    But, as we also need to synchronize with another support platform from one of our partners, and as we don't want to ask them to create new fields either, this causes us another problem...

    Our situation is not simple... :)

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  • Emmanuel Lepessec

    Hi again

    Still stuck... I don't want to change the values nor the tags in thousands of existing tickets, where I have quite a lot of them still open. I would like to propose new values though, to better qualifiy my tickets, so I thought I would start using new fields. But how to handle transitions between "old" tickets and "new" ones? I have to make my new fields visible in order to use them, but I can't hide the old ones, as they must still be seen by my customers, at least till their tickets are closed. Which results in a quite confusing display...

    I just can't figure out how I could solve this in a simple way...

    Regards

    Emmanuel

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  • Ian Morgan

    Hi Emmanuel Lepessec

    Just a suggestion and something you may have already tried. Have you thought about using triggers? 

    Eg.

    Condition

    If ticket less than solved, ticket updated and tag = old_tag

    Action

    new field --> new item

    This would update the customer fields from old to new. This assumes that the new fields are representative of the old fields.

     

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