I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.
Solved
Cleaning up old tickets without affecting reports
Best answer by Keer
Hello
Now, the call would set the status of the ticket to closed and add a tag ‘exclude’ in the tickets. In the reports, you can easily apply a filter like below to get the tickets which doesn’t have the tag ‘exclude’. This way, you can ensure the metrics are not affected.
I hope this helps. If you have further queries, please post them here and I’d be glad to help. Thanks!
+12Hello
Now, the call would set the status of the ticket to closed and add a tag ‘exclude’ in the tickets. In the reports, you can easily apply a filter like below to get the tickets which doesn’t have the tag ‘exclude’. This way, you can ensure the metrics are not affected.
I hope this helps. If you have further queries, please post them here and I’d be glad to help. Thanks!
Cheers, Keer, Freshworks Community Team
1 person likes this
Thank you! We are on Sprout, so I don’t think we have the ability to add filters on the reports or in analytics. Is there a way to do it in this case?
Please disregard the above - I missed the “Viewing” button that changes to allow editing.
1 person likes this
+12jessicalarson831 wrote:
Please disregard the above - I missed the “Viewing” button that changes to allow editing.
Yes,
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