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Cleaning up old tickets without affecting reports

  • 17 June 2021
  • 4 replies
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I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

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Best answer by Keer 18 June 2021, 09:54

Hello @jessicalarson831, we are glad to see that you’re exploring Freshdesk. For your usecase, you can close the old tickets using a ticket update API call. While making the call, you can set the status to closed and add a tag, say, ‘exclude’. 

 

Now, the call would set the status of the ticket to closed and add a tag ‘exclude’ in the tickets. In the reports, you can easily apply a filter like below to get the tickets which doesn’t have the tag ‘exclude’. This way, you can ensure the metrics are not affected. 

Filtering tickets using tags

I hope this helps. If you have further queries, please post them here and I’d be glad to help. Thanks!

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Userlevel 4
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Hello @jessicalarson831, we are glad to see that you’re exploring Freshdesk. For your usecase, you can close the old tickets using a ticket update API call. While making the call, you can set the status to closed and add a tag, say, ‘exclude’. 

 

Now, the call would set the status of the ticket to closed and add a tag ‘exclude’ in the tickets. In the reports, you can easily apply a filter like below to get the tickets which doesn’t have the tag ‘exclude’. This way, you can ensure the metrics are not affected. 

Filtering tickets using tags

I hope this helps. If you have further queries, please post them here and I’d be glad to help. Thanks!

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Thank you! We are on Sprout, so I don’t think we have the ability to add filters on the reports or in analytics. Is there a way to do it in this case?

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Please disregard the above - I missed the “Viewing” button that changes to allow editing.

Userlevel 4
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Please disregard the above - I missed the “Viewing” button that changes to allow editing.

Yes, @jessicalarson831. You got it right :) If you have further queries, please post them here and we’d be glad to help. Thanks. 

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