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Updating Ticket Fields

  • April 26, 2023
  • 1 reply
  • 22 views
A
Skilled Expert
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When a ticket Field is updated, there should be a way to update existing tickets to that new name. This is already a feature for Company Fields. Please replicate this action for Ticket Fields. I would also link a way to retire a ticket field, so that agents can no longer select it, but I do not need to update old tickets. Currently, if a ticket field is updated, Freshdesk wipes those fields out completely from each ticket categorization. 

    1 reply

    U
    Community Debut

    This would be super helpful. Right now, it’s a tedious and manual process to hunt down all tickets that still have the old field associated, and then select and bulk-update all those tickets to the new status name.

    • This problem is compounded by the old field no longer being available in filters, and filters don’t support custom text, so we can’t search for them to bulk-update.
       
      • For example, if we were to rename a field from “M365” to a more versatile name like ”Microsoft”, there’s no way to search for all of the tickets that have the old field in order to select all and bulk-update them to the new field - the filter will force you to select the new “Microsoft” field instead.
         
      • The only option is to use a wider “all tickets” view and scroll through the list, selecting tickets one-by-one (unless there’s a parent field available, which helps narrow it down a little bit, but not entirely). 
         
    • Any tickets that have the old status also can’t be directly filtered for in reports because the old filter name is gone. Again, you could use a parent field if available, but you can’t target the old field directly. If tickets were auto-updated to the new field, this wouldn’t be a problem.
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