Using custom reports gives you direct access to all of your conversations and customer data. It makes them available for quick export into a CSV spreadsheet. When you generate a custom report, however, it may still include previously deleted custom fields.
This article explains how this happens and provides the method for removing these deleted custom fields from custom reports.
You create custom reports from the Insights section of the agent area. During this process, you can define the criteria for each custom report and save them so that you and your team can run them at the push of a button.
The reports generated by Kayako list all the data for all conversations that match the conditions you specify in the report, and this includes all the custom fields you created. Even if you subsequently delete the field, it continues to show up on the report because the field remains a component of the report.
Let's suppose you start with a custom field that says, "Select Your State." You then create a custom report for "All Completed Conversations in the Last 7 Days" that includes this custom field. After some time, you delete the "Select Your State" field from your custom fields because you no longer need to track this information. When you now run the "All Completed Conversations in the Last 7 Days" report, the "Select Your State" field continues to appear on that report. It always was and continues to be a part of that report, and this is by design.
Removing the Deleted Custom Field
There is no way to edit the custom report to remove the deleted custom field. However, there is a way to get the custom report without the deleted custom field.
To resolve this issue, you need to recreate the custom report after deleting the custom field.
Recreating the custom report allows it to capture the changes you made within Kayako, which includes the deletion of the custom field.