Re-doing Ticket Forms and Ticket Fields | Community
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Re-doing Ticket Forms and Ticket Fields

  • March 9, 2021
  • 1 reply
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L

I inherited a Legacy Enterprise Plan and want to essentially redo how our Zendesk Support section functions.

I want to get rid of our current Ticket Forms and Ticket Fields and start over fresh. I’m wondering if anyone else has attempted this, and how they went about it. A few open questions I have are:

  • How do you preserve historical data?
  • Would deactivating Ticket Forms and Ticket Fields cause us to lose reporting data?
  • How would new Ticket Forms and new Ticket Fields affect our automations and triggers?
  • Would deactivating tags cause any trouble with reporting? Automations? Triggers?

I’ve looked through the Help Center and found information on setting up forms and fields, but nothing about redoing them per se.

Any advice on what articles to reference, or stories from others who have essentially re-did their Zendesk set up would be very helpful.

Thanks!

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      1 reply

      Brandon12
      • Brandon12
      • March 11, 2021

      HI Laura,

      Congrats on tackling a little Spring cleaning of your instance!  The good news is that, short of aggressively deleting it, your historical data will be preserved automatically.  Deactivating Ticket Fields & Forms would not impact any closed tickets, but there might be some collateral damage in your current open tickets, so you should proceed here with caution and align on a planned cutover date. 

      As far as your business rules (automations / triggers), those would not be affected directly, but you would need to update any rules that leveraged a deactivated form / field to keep it running properly.  In other words, removing the gas from the car won't 'break' the car, but it will make running the car exponentially more difficult.

      The same rules apply with tags.  So when looking at reporting, anything pre-cutover would reference the old tags and anything post-cutover would reference the new tags.  Any business rules that referenced the old tags would also need to be updated.

      Here's some more information on Updating Custom Ticket Fields.  Hope this helps!

      Brandon Tidd
      729 Solutions

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