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Addition to "Ability to unarchive tickets and make archiving optional"

Related products:Freshdesk
  • April 29, 2020
  • 2 replies
  • 37 views
D
Apprentice
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Freshdesk replied to my thread and closed it, so I can't add to it, but it's this one:


https://support.freshdesk.com/support/discussions/topics/50000000860


I need to comment further because the admin's response has nothing to do with the original request. A lot of our old tickets were created when we had poor control over contact and company account creation. We're now in the process of trying to clean that stuff up so we can do accurate reporting on historical performance, but because of archiving, we're unable to remove incorrect contact and company values from tickets and replace them with accurate values.


The solution given doesn't help at all.

2 replies

suprabha.somanathan
Community Debut

@Dave

The only action that an archived ticket responds to is the search and these tickets are not rendered on the reports nor in the ticket list view when the right set of filters are applied. This means that, when the company/contact filters are applied on the ticket list page, these tickets are not rendered.

Thus, these tickets should not affect/skew the reports or export in anyway.


Please write to us at support@freshdesk.com if you seem to find such archived tickets still affecting the reporting or exports.

Our support stars should be able to assist you further on this.


Thanks!


Suprabha, Freshdesk Community
suprabha.somanathan
Community Debut

@Dave


We have merged all of the related topics with this one.


Thanks for elaborating on the need to unarchive the tickets - We agree that on the archived tickets, you would not be able to edit the requester details so as to associate them with the right company details.


We'll keep you posted via email soon if there can be any exceptions or workarounds in place to accommodate this.

Thanks!





Suprabha, Freshdesk Community
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