We've recently implemented a new ticket form for a new channel with new custom ticket fields, and after some initial observations about how this was working in practice, intended to add new or rename some field values for various reasons (without needing to change the tags).
Reports work fine for the most part, and custom metrics work how I'd expect, however -
there is an attribute filter on the Insights dashboard that displays both the old and new field values where they've been renamed and this will no doubt cause confusion to other report users.
When I've looked at these tickets in Zendesk, they all display the new field value like I'd expect, but is there a way to force Insights, to forget old values it's ingested to exclusively use the new ones?
I thought a workaround might be to create a completely new custom field to re-categorise these tickets, but as many of the early tickets are already closed and there isn't (AFAIK) any way to make edits to closed tickets this seems like a no go.
TL:DR - Changed custom field values to be less confusing for users and ended up confusing report users as Insights is displaying both old and new terminology in attribute filters. What to do?
Vous devez vous connecter pour laisser un commentaire.