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Retiring a Category

  • 6 February 2019
  • 1 reply
  • 21 views
G
Rank

Hi,


Is there a way to retire a Category so it is not available for selection but is still there for historical reporting?


In our Freshdesk instance we have a ticket field called Category which we link to sub-categories and can get granular information from the tickets we have logged by our users. 


This year I decided to expand on a sub-category and make this a primary category in it's own right with deeper sub-categories for example:


Initial Setup

Category       Sub Category

Application     Phenix


2019 Setup

Category       Sub Category

Phenix            Sub-Category 1, Sub-Category 2 etc.



Despite instruction, some of my agents are still using the Category from the initial setup so is there any way I can delete that and NOT affect any historical tickets that have this as their Category? 


Thanks,

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1 reply

G
Rank

Update: I deleted the sub-category Phenix as shown in the Initial Setup description and then checked a historical ticket which had this field set and it had removed itself from the ticket so it will affect all historical reports.Restoring this then updated the ticket again with the original category.


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