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Rename existing field options and consequences

  • March 20, 2025
  • 1 reply
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In Freshdesk,

  1. What happens to existing tickets when I rename existing options for dropdown or dependent fields, and they have the old option named assigned?
  2. What are the impacts, for instance, in Analytics?
  3. Old tickets with the old option selected in the past will still keep the old information? Or will it be renamed? Or the field will go "blank"?

Use case: I have fields that don't make sense to my operation anymore, and renaming is now a necessity.

 

Thanks in advance!

Best answer by eeha0120

Hi.

Old tickets with retain old values and in Analytics you will continue to see the old values.

If any of such tickets is modified/updated, the old values will no longer be available and, depending on your setup, when clicking Update you will set those fields with blank. You need to update the values to the new valid ones.

 

Hope this clarifies and helps.

 

 

Regards,

Elvis

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    eeha0120
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    • eeha0120
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    • March 20, 2025

    Hi.

    Old tickets with retain old values and in Analytics you will continue to see the old values.

    If any of such tickets is modified/updated, the old values will no longer be available and, depending on your setup, when clicking Update you will set those fields with blank. You need to update the values to the new valid ones.

     

    Hope this clarifies and helps.

     

     

    Regards,

    Elvis

    Elvis Henriquez
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    1 person likes this
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      guardiola

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