Ticket Fields - removing options no longer needed
We've been using Zendesk Support for about 1 & 1/2 yrs now. We have some custom field values that we no longer need so I am trying to identify the best practice for removing them without causing chaos in tickets and Explore.
Only options available are to delete, sounds ideal so users no longer see the value.
What happens to tickets that aren't closed that have the deleted value? How is Explore affected?
Example - If I have this list and want to remove Grapefruit, but have 10 solved tickets and 15 Open tickets with this value.
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Hey there, Dana!
This article outlines what you are looking for. Basically, any unsolved tickets will show up "null" and it will have the tag value. Closed tickets will display a missing field value warning.
As far as reporting, the tags from the deleted field value will still remain on tickets and can be reported on.
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Thank you knowing how it works helps. Is there a better practice for when we no longer need a value in a field to make sure we're maintaining integrity of the data?
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If the field persists, queries will still show the field value but it will be represented as a tag, not how the field value showed in the field before it was deleted.
For example, the field value Apple may appear as "apple" or "apple_fruit" if you used a custom tag once the value is deleted.
The most important thing to remember here is tags persist even when field values are deleted.
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You can always remove the ticket field from the ticket form. It won't show up on the form, but the values will still reside in it and it's still "on" the ticket, just not seen.
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