Deactivate field values instead of deleting them


  • Joel Hellman

    This is a pain. As OP states, removing fields will destroy your Explore reports, and looking at old tickets, will give a bad UX. 

    We use a custom private app to hide some fields in Zendesk Support as a workaround. Not great to maintain, and really should be built into the product. Our workaround only works because we don't use guide or built in web widget, the workaround would become very complicated if use those. 

    Zendesk, this is a hard problem for you customers to work around.

    Would love for this to be prioritized. 

    Part of Zendesk's USP is building powerful solution using custom fields, yet we lack this basic support for maintaining the lifecycle of our custom fields. 

    I have no idea why this is not yet in the product. Is the request not "sexy" enough? AI is cool, but I also want Zendesk to nail the basics. 

  • Leonardo Santos

    A native feature to deactivate fields values is essential, I'm using "Ticket Field Manager" app but with multiple ticket forms isn't a good experience because the hidden values return if you switch them

  • Predz (StarRez Inc.)

    +1 for this. We are a software company that uses a drop-down field to track Product/Module type data. We would love to deactivate legacy items without losing historical ticket data. Please can we have this. Thanks!

  • Anastasia Kachanova

    +1 for this

  • Jimmy Rufo

    Not sure why/how this hasn't be addressed.  If there was a way to merge tags used historically, then that would at least be a workaround, but no dice.  For frame of reference, JIRA components are allowed to be deactivated, which is similar to what would be custom field usage.


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