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Hi,  We have a lot of customers in Zoho Desk with associated contacts.  When a contact leaves we want to be able to still have their tickets in our history as this is important.  But we don't want to have all these contacts that no longer work for the company.  This has been an ongoing issue for many years.  I don't want a complex workaround, I'd like this to be a feature where you can mark a contact in Zoho Desk as in-active and they are moved to an archive area of the Customer, but still linked to the customer.

6 users like this idea.
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  • 1 year ago

Hi, Lisa.

Marking a contact as 'inactive' is a functionality that is already in the pipeline. Although we do not have any updates on the implementation or release schedule, we will inform you as soon as we have news on this matter.


Regards,
Ash | Zoho Desk

Any updates on this? Archiving records is a fundamental part of any business.

I see that this feature has been "in the pipeline" for CRM for roughly 6 years according to other threads. Any rough estimate to rollout?

Hi

,

Manual archiving of records is currently being validated, and we're working on defining this functionality. We’ll be in touch with our product experts to explore how we can move it forward more quickly.
 
Regards,
Shivani | Zoho Desk

  • 10 days ago

Whilst I fully agree that the above described option is the best thing, if there is any workaround, I'd like to hear it.

If you're open to a manual workaround, we can categorize Active and Inactive contacts into different views. You can add a custom checkbox field in the Contacts module and toggle it based on the contact's status. This way, tickets can be grouped under "Active Contacts" and "Inactive Contacts" while keeping the data intact.

 Let us know your thoughts!
Shivani | Zoho Desk

  • 10 days ago

Thanks Shivani, What I'd really want to do is filter the inactive out of the majority of searches and field lookups.  Anyway to achieve that?

Appreciate the precise details,

!

For Lookup Field:
While creating a Lookup field to fetch values from the Contacts module, use the "Filter Lookup Records" functionality. Add the checkbox field here to display only Active contacts.


For Search:
You can use the "Advanced Search" option to filter and view only the relevant data.

Give it a try and let us know your thoughts!
Shivani | Zoho Desk

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