We are super excited to announce the launch of Archive ticket fields. We have also revamped the design of the existing ticket fields page in Freshdesk.
Archive Ticket fields:
Currently, when an admin deletes a ticket field, it is not possible to retrieve it by themselves, leading to
- Impact on configurations like Automation rules, SLA, etc.,
- Data loss for the customer
When you delete a ticket field and want to retrieve it, usually you gotta reach out to Freshdesk support, and we raise an L2 ticket to retrieve the lost ticket field. However, there are chances of data loss and this process is time consuming.
With this new update, support admins and supervisors can archive ticket fields and retrieve them whenever needed. The behavior of an archive will be very similar to that of a delete, except for the fact that it can be retrieved later.
Note: Archiving ticket fields will still impact configurations like automation rules, SLA, reports, etc. When you unarchive the ticket field, you will restore them in the same position as when they were archived from a ticket form or automation.
You can read more about archive ticket fields here.
With the new Ticket Fields UI, we have made it easier for admins and supervisors to bulk upload values into the drop-downs and dependent fields.
We have started rolling this update in batches and are planning to enable it to all Freshdesk accounts by this week.
Please refer to this article to know everything about modifying custom ticket fields with the new revamp.
Please feel free to post your queries so that we can help you further.