How do you deal with old contacts whilst retaining ticket history?

  • 14 March 2019
  • 1 reply

Hi All,

I'm curious to know how you deal with old contacts who have since left their respective businesses (your customer), but you'd still like to keep history?

I would like to:

1) Remove old contacts, so they do not display under the company.

2) Retain ticket history in some way, we do not want to lose the history of emails and conversations that took place, as what was referenced may well still be valid/need to be retained.

Has anyone found a workflow that helps support this? It's although you need to have an Active / Inactive Status for each contact, by default only showing Active contacts in Company View. 

Many Thanks!


1 reply

Userlevel 1
Badge +5

Hi @adam_18603 ,

Our apologies for the delay in getting back.

With regards to retaining the tickets during contact deletion in Freshdesk, We would suggest a workaround by renaming all these contacts with unique ID’s and creating a separate contact segment for such contacts. 

This way the contacts might not be deleted from the system, but filtering your contacts would become easier, and also the tickets and other activities would stay in your system without getting deleted when the contact is deleted.

Hope this helps!


Cheers :)