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Switching Field Types
Posted Jan 28, 2022
Currently I have a custom drop-down field called "Issue Type", but because we frequently get tickets that have to do with multiple issues, I want my staff to be able to use a multi-select field.
The issue is how to make this change and have low-impact on building queries for reports. Let's say I make the change to using a new multi-select field on 2/1/22. I will still need to run a historical report that includes issue type data before 2/1/22 to show tickets pertaining to issue types.
I'm wondering if anyone has any options or tips on how best to do that.
Here are some ideas I had:
First:
Reporting wouldn't be impacted at all if I could convert the drop-down field to multi-select. I haven't found anything on this, but wanted to check. Is that possible?
Second:
If converting isn't possible, I thought of a couple things that might work.
One solution might be to leave the old field, rename it, hide it from agents, and update any macros that use that field so the reporting is easier for others besides myself.
Another solution I was pondering is whether it's possible to create a custom attribute/metric that includes all of the retired field's tags into something like "Issue Type Pre-020122" to make it easier for others to add to the query along with the current Issue Type field.
Hopefully that makes sense. I'll do my best to clarify if not. :)
Thanks!
Joshua
1
4 comments
Elaine
Unfortunately, it is not possible to convert one type of custom field to another once it has been saved in Zendesk. You can check the article Adding custom fields to your tickets and support request form for more information about this.
With regard to the use case that you've mentioned, first and foremost, please make sure that you do not delete the drop-down field "Issue Type" from your Zendesk account or you will lose all data for that ticket field.
You can continue with creating the multi-select field, add it to the ticket form, and remove the drop-down field safely from the same ticket form.
Removing the drop-down field from the ticket form will not affect the data in Explore. Tickets that previously used and filled this ticket field will still have the corresponding data for this field in Explore, but again, please make sure not to delete the field from Zendesk.
Once you have done setting up the above actions, yes, you should be able to create a custom metric/attribute based on the tags of both the drop-down field and the multi-select field in one query with the help of the article Reporting with tags as this is actually the best way to go.
Hope this helps! Stay safe!
0
Monica
Would appreciate being able to update field types to other versions. Currently handling an ask where the best answer is changing a drop-down to a multi-select in order to add another option. Instead I'm going to have to have the old field update the new field for some tickets and others will have the new field updated directly.
1
Hailey
I have a similar request, I want to move an existing field (checkbox) into a multiple choice field without changing the field tag. It is unclear to me how I can update field tags without risking existing data on which tickets have been filled with that tag.
2
Joshua Bentley
Monica and Hailey - here are my recommendations and encouragements:
0