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Ticket fields not saving when changing ticket status

  • August 25, 2023
  • 1 reply
  • 0 views
F

Hi

I am running reports and finding I have a whole pile of "Blanks". It appears as though two fields "Tags" and our Custom "Ticket Type" fields are not saving when we move between statuses - ie from open to pending to solved, despite the team adding them back in again. 

Note sure what to look for to fix. We are only a few months into our Zendesk experience 

    1 reply

    Jahn11
    • Jahn11
    • August 25, 2023

    Hi Fiona Grime - best to check first if there a trigger firing to remove those changes from the ticket field.

    Best to start in checking the Ticket Events to see what might happen. 


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