Hello,
We have a dropdown field that we use to set up time slots. When a customer submits a form, the value in that dropdown field is recorded in the ticket as well as the full ticket event history.
When the time slot is no longer needed as we don't want customers to schedule that particular time slot, we deleted the value from the dropdown field. We know this would delete the value from the ticket. The tag doesn't get removed, which is fine. However, the value is also deleted on the "the first conversation" from the full ticket event history. There's no indication the value was removed in the full ticket event history.
We thought the full ticket event history is used for auditing purposes so it doesn't change the history on the first entry. However, if there's a change, it would show that change on the next entry. Is this a bug on the Zendesk side?
Thank you.
Hi! Currently, it's expected behavior that the deletion of a drop-down ticket field value will also remove the value from the full ticket event history. As you noted, the associated tags will still be present in the tickets for historical reporting purposes. I think it's great Product Feedback to suggest that the field details remain in the ticket events log after deleting field values!