Deleting Drop-Down Field Options in Zendesk
What are the consequences of deleting drop-down field options in Zendesk?
Deleting drop-down field options in Zendesk affects tickets differently based on their status. Closed and archived tickets will show a yellow caution icon with a 'Missing field value' warning next to the deleted value.
For unclosed tickets, including those marked as solved, the deleted value is replaced with a null '-' value, but no error is displayed. The tag from the drop-down field isn't deleted from the ticket tag field, allowing you to still use it in reports. If you create a new drop-down field option with the same tag, the ticket field will revert to the selected value.
More related questions
What happens when you create a new custom ticket field in Zendesk?
Creating a new custom ticket field allows you to capture additional information in each ticket. In the agent interface, the new field appears on the ticket form for all tickets, regardless of their status, and displays a null '-' or empty value…
How do altering drop-down field options affect tickets in Zendesk?
Altering drop-down field options in Zendesk can significantly impact your tickets, reporting, and the API. Drop-down field options are linked to their assigned tags, so changing a field value without altering its tag effectively replaces the old…
What happens when you deactivate a custom ticket field in Zendesk?
Deactivating a custom ticket field in Zendesk removes it from the agent interface for all tickets, regardless of their status. However, any data from the deactivated field remains stored in the ticket audits endpoint of the API. If you need to…
What are the effects of deleting a custom ticket field in Zendesk?
Deleting a custom ticket field in Zendesk permanently removes it from the agent interface for all tickets, regardless of their status. Once deleted, you cannot recreate or recover the field or its data. However, the data, including the field ID, is…
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