Multiple Forms and Insights

2 댓글

  • Becca
    Zendesk Team Member

    Andrew- 

    You are correct- data added to one ticket form is saved in the ticket even if the ticket form is changed to an alternative form. Further, because the data from the ticket fields of the alternative form is saved it will render in Insights reports for the ticket fields.

    Creating triggers to clear the fields would be the best option; the trigger could look something like this: 

     

    However triggers would not be able to clear out all custom ticket fields. Text. numeric, & multiline texts fields, for example, would have to be cleared out manually as triggers cannot clear these. 

    1
  • Andrew Checkley

    Excellent thank you, I suspected as much and the fields are all drop downs so will use event triggers.

     

    Thanks

    Andrew

    0

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