Skip to main content
Closed for Voting

How to Edit Ticket Time

Related products:Freshdesk
  • May 23, 2013
  • 17 replies
  • 178 views
S
Contributor

I'd like to know if there is a way to edit the date & time of a ticket's creation.  That way, if I have an old ticket I want to add into my Freshdesk it does not read today's date, but allows for a different date & time to be imputed.  


Is this not a current feature or is it just hidden?


Thanks!

17 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Samantha,


Thank you for posting on our Forums.


As of now, you cannot edit the ticket created date&time. We haven't had any user raise such a use case before. 


I will definitely raise this to our Product Management team and see if it is feasible to be addressed in the future enhancements.


Please keep such ideas coming in.


Thanks,

Anna

Head of Community
S
Contributor
  • sfields
  • Author
  • Contributor
  • March 20, 2014

Really need this option! We get behind on ticket creations, as we chat with an unsupported external chat service.  When we go to migrate the info to freshdesk it is imperative we're able to adjust the creation date to the date of the actual problem, not when we create the ticket.

J
Community Debut
  • john.morrison
  • Community Debut
  • June 3, 2014

Agree, this is a necessary feature. Trying to add history of tickets prior to date we started using Freshdesk but there is no way to backdate these so there is no way for us to report on our history.

R
Community Debut
  • rebelbetting
  • Community Debut
  • July 17, 2015
If we cannot import our old tickets from FogBugz (through the API) with creation date intact, we have to chose another helpdesk.
P
Apprentice
Adding my vote for this feature request. Everyone needs this who wants to migrate from a previous platform.

 

I
Community Debut
  • itvendors
  • Community Debut
  • January 27, 2016

This would be very helpful.  I'm converting old tickets from JIRA Service desk, and I have no way to capture the original creation date, and therefore the SLA will be off.

J
Community Debut
  • jean-louis
  • Community Debut
  • December 3, 2016
Hi,

Any update on this?
It would be great if it was possible to set the created_at / updated_at date via the API.

This way we could script migration of tickets from other ticketing systems.
Now importing tickets is not possible with the original date.

Zendesk for example has this option: https://developer.zendesk.com/rest_api/docs/core/ticket_import

Tanks!

 

D
Community Debut
  • d.vissers
  • Community Debut
  • January 11, 2018

Has this been implemented? We need this feature too.

P
Apprentice

Have you implemented this feature? I want to migrate tickets from my current system to FreshDesk via API and it is essential to have the correct creation date/time for each ticket and conversation. 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Pat We haven't exposed the created_at field for API access but our support team can help you with the ticket migration. Can you please drop an email to support(at)freshdesk(dot)com with details about the current system and the number of tickets that you'd like to migrate?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
N
Community Debut
  • nik_18971
  • Community Debut
  • April 19, 2019

Aravind, your support team just says we can't do it, which sends us in circles... please help.

F
Contributor

In testing an app I am developing, I need to create a test dataset reflecting a real-life environment with tickets created over several years where some clients have a history of tickets which have been resolved over weeks/months.  I'm not sure how I can create this test dataset if I cannot set the time and date when a ticket was raised, and well as when it was resolved using the API.


What is the recommended solution for creating test environments for apps?



C
Community Debut

The ability to change the created date and time is Vital to our business. 

We also are a Support desk and often are adding our tickets after the event.  To ensure that we are aware of when things happen we need to be able to change the created date


Can you advise when/if this will become a feature? Looking at the above comments this would be useful for a number of businesses over the years of this post.


S
Community Debut
  • steve_20022
  • Community Debut
  • November 15, 2019

Can someone from freshdesk answer if this is going to be implemented? 


We need the ability to change the ticket times as we update ours once a week and it throws everything out. 

N
Community Debut
  • nik_18971
  • Community Debut
  • November 15, 2019

@stephen- Sadly, I don't think it's going to happen. I have multiple support tickets that just never got answered, it forced me to switch to another support system :(

M
Contributor
  • mirko
  • Contributor
  • December 20, 2019

This is bad. Was programming import from another system through API and with created_at field and also not exposed in UI, it is practically impossible to meaningfully import old tickets and migrate from other systems. Too bad.

suprabha.somanathan
Community Debut

Folks,


The created_at parameter of a ticket could not be updated via our public APIs yet.

Our team is understanding many similar asks and use cases for us to come with a solution for the same in the future. We appreciate your patience on this.


If you have an existing file/ system from which you are looking to import tickets into Freshdesk with the older created dates, please reach out to support@freshdesk.com and our team should be able to help you with the next steps of achieving the same.


Cheers!


Suprabha, Freshdesk Community
Terms of UseAccessibility statement