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Add or Edit Tags on Closed tickets

David Jacobson
suggested this on December 09, 2008 13:58

I realize the ITIL importance of making closed tickets un-modifyable, as a system of record.  But, as a part of post analysis and reporting on hundreds of past closed tickets, mining for patterns of support issues, etc., I would like to be able to add and edit the tags on long closed tickets.  For example, if I have an epiphany and want to do something in my Zendesk to help me with something like, "Wow, we sure seem to have been fielding a bunch of upgrade issues with our installed customers over the past 3 months.  I think I'll go try to tally those tickets into some kind of category..." ...just as an example.  It seems that post tagging might do the trick.

Any thoughts / opinions?

David.

 

Comments

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Jüri Tarkpea
oskando

I must add +1 to this request here. When we started working with Zendesk, I really did not urge support people to start tagging tickets because "we would know better how to do it after 100th ticket or so". Now I would like to go through all tickets (about ~150 of them) and tag them but some of them are closed and I cannot edit the information. Any good practices in such case?

November 02, 2009 04:00
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Danny Sofer

+1

December 11, 2009 06:22
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Samuel Brazier
operitel

+1

December 11, 2009 06:42
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Jeff McDonald

Me too. We're just getting our act together with tags and topics, and it would be nice to be able to go back in time and tag old tickets and/or turn them into forum topics via the standard interface.

Priority: Nice to have

December 21, 2009 08:24
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Amy Au-Yeung
Zendesk

Hey guys,

Thanks for the feedback.  We've a similar discussion "Allow ability to reopen closed ticket" in https://support.zendesk.com/forums/1848/entries/57109, and I'm not sure what the team thinks about allowing the ability to edit closed tickets (even thou this is just asking for tags and not re-open).  Let me bring this up to them and see if they'd consider this.  I'll keep you guys updated.

Cheers!

-amy

Zendesk Support

January 27, 2010 00:54
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Byron Patrick
goapps
It would be nice at least to simply purge an entire tag in one swoop. We are finally tryign to levage tags but now I have tons of irrelevant automated tags that are getting in the way...
February 09, 2010 10:24
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Rick Brock

I'm also running into the issue where I need to add tags to older closed tickets.  As an example, over the last several months I've had several users report issues with their LCD laptop monitors.  As each issue came into the help desk I tagged them with different tags, but then after a few months I recognized a common trend in these tickets and wanted to go back and tag all the related tickets with a "lcd_lamp" tag.  I need the ability to do this so I can keep a running list of how many tickets I've had that were related to the LCD lamp problem.  I wasn't able to do this because some of the tickets were already closed.

June 02, 2010 15:07
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Jake Holman
Product Manager

Sorry guys, there is simply no plans to allow closed tickets to be edited. This includes tags. 

June 02, 2010 16:22
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Conrad Selle
Project CS Beta Testers

NO TAGS FOR  YOU!

June 28, 2010 15:12
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Chris Rosenbaum
Business Hours beta testers

Seems like kind of a silly policy, since they are our customers' tickets in our service desk, as an end-user company.  I can't imagine it's a huge engineering issue since closed is just a state of a ticket which would otherwise be editable, so it is just a storage or policy thing. Could make it just available to admins.

This handicaps our ability to have better historical reporting and to add value to past experiences. This also prohibits the benefits of Zendesk feature additions to be extended backward. Also would be useful in cases of employee turnover, since it seems you cannot change the primary email of an account.

July 09, 2010 09:07
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Jüri Tarkpea
oskando

If you dear buddhas at Zendesk say that you are not going to do it, maybe you could at least give a hand to solve the problem or hints to good practices in such cases?

To state it again - I do not want to "add or edit tags on closed tickets" specifically (though it seems to be most reasonable thing to do with the tool in hand.). I want to work and postprocess the closed tickets to get more value out of Zendesk.

Sounds reasonable?

July 12, 2010 03:34
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Bill Davis
solium

I agree, we have been using Zendesk since April 2010 and after 'Living' with our inital setup and configuration, our agents have provided valuable feedback on our setup and we have introduced new groupings and new custom fields. 

We are looking for a way to update past tickets with the new field data to allow us to analyze the tickets using the new suggestions.  We are unable to update any closed tickets and therefor the ongoing analysis is invalid until we have a way to update the closed tickets.

 

Is there any other way to update closed tickets in bulk to allow us to update these new or existing fields?

August 06, 2010 13:58
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Rick Brock

Zendesk Support,

Since it doesn't look like this option is going to be available anytime soon (ever?), would it be possible to at least rename the existing tags under Manage > Tags?

Thanks,

Rick

September 15, 2010 10:43
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Conrad Selle
Project CS Beta Testers

Here's my business case for needing the ability to modify tags on closed tickets.  I personally don't care if this can be done within Zendesk, or somehow accomplished through flexibility in reporting the data (even if that's needing to use Gooddata - which I currently haven't figured out how to solve this yet using Gooddata).  I just simply NEED a solution, in order to support the reporting needs to my customers.

The dilemma: Customer wants to see all tickets associated with a given product.  The products are tracked via tags in Zendesk.  Unfortunately, those tags may be entered in tickets differently by either our agents or Zendesk automatically (since I have auto tagging enabled).  This results in tags that need to be cleaned up and consolidated, specifically from closed tickets.

The workaround: Export all ticket data and use Excel to manually modify field or tag content.  This workaround doesn't solve the problem of providing customers with up-to-date reports via Gooddata, which is what I'd like to have.  Instead, the best I can do is to manually build Excel reports and provide to customers.

The solution: If I could at least add new tags to existing closed tickets without having to open a "follow-up" ticket, or modify newly added field values that didn't exist before...then I could create a "clean" customer report via Gooddata.

Please don't tell me that Closed tickets can't be modified...because anyone can see and test this for themselves that proves otherwise.  Simply create a new ticket field under Manage -> Ticket Fields.  Any new fields added will then show up with blank values for all closed tickets.  Wouldn't it be nice to let us at least set the value of a new field for a closed ticket?

I don't think this approach would infringe on any ITIL or Zentopian vision of the future, since it's not changing any existing data, only adding new information to existing data.

November 10, 2010 16:15
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Jüri Tarkpea
oskando

Today is the day when I needed to finally go through the tickets of year and a half and knowing that Zendesk is not ready to make it work in the app itself, I decided to export it all and do the necessary work in Excel (which, of course, is a nuisance).

But there is no way of exporting the comments. Or at least the first or the last one.

Come on guys. I am really surprised that people at Zendesk are not a) understanding the problem and b) helping with any tools to do it outside Zendesk. I just cannot do what I need to do. And this is not a rocket surgery, is it?

December 13, 2010 01:05
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Arnaud Fontaine
exquando

+1

I need to modify TAG to my old tickets to manage view by project.

March 17, 2011 02:38
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Bob Sherer
econet

Jake, while reading another feature request (reopening closed tickets) I saw that you are considering making closed tickets' tags editable or something.  You asked for cases where this would be helpful.  Here's mine.  Maybe you can migrate that discussion over here and change the status of this request.

Our customers have the ability to change the name of their servers, which we manage.  They can create tickets from the server, which places the server name into the ticket.  We use the server name to look up support history for their servers via links from management forms on the server.  When they change the name of the server, it causes us to lose easy access to their old tickets.

Today, I was searching for a way to go add the new name(s) to old tickets.  Tags would be fine if we could add them.

Thanks for considering it.

April 19, 2011 10:29
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Jennifer Moran
vitl

+1

Just need to be able to modify tags after a ticket is closed.  Otherwise, views are not easy to build as projects and tracking evolve.

 

Thanks!

June 15, 2011 09:22
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Zendesk1
skillscreator

Closed tickets needs to be editable in some way. Naff decision to not allow it :(

June 24, 2011 05:57
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sun
mollom

You most often realize only after the fact that there have been several tickets around a certain topic.

Only by adding tags to already closed tickets, you're able to keep track of related tickets and take them into account in statistics.

July 07, 2011 05:07
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Drew Keenan
totalcalibration

I need the ability to reclassify closed tickets in order to provide client reports.  When there are issues with some of the classifications and there is no way to change them, what I am supposed to do?  This is necessary functionality which must be allowed by Zendesk

July 19, 2011 05:21
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Chris McCauley
clavistechnology

Yes, we need this too - and the ability to change Ticket Type

July 27, 2011 01:39
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Jake Holman
Product Manager

@Chris: While we may be able to do editing of tags further down the line, I'm afraid changing system fields such as ticket type will not be possible. 

July 27, 2011 09:53
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Chris McCauley
clavistechnology

@Jake: That's odd, in a few of our old Ticketing systems, changing the text of the ticket type was possible. In this case, I simply want to change the word Incident because our user's don't understand the difference between that and problem. Sounds like it should easily be possible - unless you've hard-coded the words somewhere ;-)

July 28, 2011 06:00
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Hannah
viglink
Hey Jake, Any update on the possibility of changing/editing/deleting tags on closed tickets? That's something we'd love to do...
September 07, 2011 14:06
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Paul Reeves

+10. I upgraded to Enterprise so I could export data to CSV so I can do cleansing in Excel.

My request is not to edit closed tickets. My request is to be able to do analysis on closed tickets.  I'd like to use existing fields, but I am sure there are plenty of ways to allow me to annotate so I can see statics/trends/distribution of issues.

This is an opportunity for either Zendesk or a competitor.

September 27, 2011 14:47
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sun
mollom

Sleeping over this for some weeks, mayhaps this is a more compelling reason for you:

  1. Zendesk has that (very nice) auto-tagging feature, parsing and inheriting ticket tags from the textual content of a new ticket (when matching existing tags).
  2. After 1,000 tickets or so, you realize that it makes absolutely no sense to have each and every new ticket to be auto-tagged with common top keywords related to your successful business.  (In our case - shameless plug - that's "mollom" and "spam".)
  3. So you go ahead and remove those tags from all open tickets.
  4. Only to find out that new tickets are still getting tagged with those terms, because, you know, out of those 1,000 closed tickets, 999 have 'em, so they actually are the top tags that may match.  And after all, it surely and definitely makes sense to take tags of closed tickets into account, 'cos the topics of current tickets certainly vary over time.
  5. No matter how hard you try, the tags will re-appear.
  6. Stuck. ;)

Obviously, you're going to consider plan B, "well, let's make a ticket tag blacklist then." — but even though that would resolve the sub-issue of auto-tagging new tickets, it's not necessarily and not really resolving the issue of having those tags appear in many other places, such as the nice little large tagcloud on the /tags page.

To permanently and reliably remove unwanted tags, you want to remove them entirely.  And that inevitably means that the tags of closed issues need to be altered. :)

Um.  Thanks for listening! ;)

September 28, 2011 14:22
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Janaka Abeywardhana

+1 

 

I need to make sure my stats are accurate. Some times agents add the wrong tag etc. so at the end of the month i need to run through the list of tickets and remove the certain tags.

October 05, 2011 05:04
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Lorna Fear

Are we having fun (editing tags on closed tickets) yet?

October 13, 2011 16:13
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Univa IT
univa

Just hit this issue trying to mass-import from another ticket system, and then deciding I need to change some tags.

January 04, 2012 07:51
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Andrew J
BizStudio NZ

Hello contributors.  I have a feature request that may be of assistance on this.  While I can understand the reasons for not allowing editing of closed tickets; the idea of allowing control or approval of tags and altering or automatically changing similar or misspelt ones to a correct tag may give us some of the control needed.

See https://support.zendesk.com/entries/366131-tag-control-ability-to-specify-standardised-tags-and-redirect-incorrect-ones

Does this help?

January 25, 2012 12:07
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Keith Rockhold
gliffy

This seems capricious. Why can't tags be changed? As a workflow matter, it's not like tags represent some critical portion of the record. We have no other way of categorizing our tickets. This policy makes reporting using the tags almost useless to us. 

July 05, 2012 07:12
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Univa IT
univa

Also the list of modifications to tags is available in the "All events and notifications" link on a ticket.  So, no record is lost in the case of a need for auditing, etc.  There's no functional reason to disallow this.  (I can only speculate that the way they've organized their internal database must somehow make this difficult, or they would've fixed it by now.)

July 11, 2012 10:11
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Keith Rockhold
gliffy

Does this "Not Planned" tag mean that's the end of this, or are you folks going to reply to us?

July 19, 2012 10:59
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Matt Picio
janrain

+1 on adding tags to closed tickets.  Since a closed ticket is otherwise unmodifiable, I don't see how that would be a problem.  We could definitely use this to identify and track closed tickets.

January 25, 2013 10:17
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David Bauman

+1

This would be a huge benefit.  Not only that, but I'd love to be able to 'bulk tag' a series of old tickets.  A database script?  A SFDC function?  Anything?

February 11, 2013 19:45
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Univa IT
univa

You can bulk edit using a custom script, and the JSON/XML interfaces to Zendesk.  But that method is still blocked by this unresolved bug of tags not working on closed tickets.

February 12, 2013 07:54
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Ben Schutz
fairfaxomg

With the arrival of the final word on forcing archive/closing of tickets after 28 days ((https://support.zendesk.com/forums/1848/entries/57109?page=2), I think we should again explore keeping ticket tags dynamic for closed tickets so that we can add/remove tags even when a ticket is closed. It can make a big difference in being able to keep data accurate for reporting. I suspect that this might be more doable than as tags might exist as relational objects to tickets, but perhaps are currently added to the archived object when a ticket is closed. Am I close? 

Can there be some analysis done on the processing cost of have tags remain dynamic/editable?

 

April 22, 2013 17:26
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Ches Spencer

 

@Jake - The ability to add and remove tags from closed tickets would be an extremely useful feature to correct historical data for my company. This feature is a windfall for Zendesk customer satisfaction because it provides a flexibility for companies like mine who require metrics and reporting to justify new hires, which adds more seats in Zendesk. I excited to see this feature added to your road map as I know Zendesk is just as progressive as its user community.

May 13, 2013 14:44
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Stephen Pryke

+1 for this from me. It's particularly problematic for us, as we tend to merge a lot of tickets to keep information channels sleek, and this automatically closes the merged ticket.

We try to remember to remove tags before merging, but working with a large number of agents, mistakes inevitably crop up. It seems odd that we can't simply remove the tags afterwards, too. 

May 31, 2013 02:43
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Matt Picio
janrain

I can understand why you can't remove tags - everything in Zendesk and GoodData is oriented around tags in some fashion, and most of our reports depend on them.  That said, it would be great to have an option in the admin settings which would allow tags to be A: unmodifiable, B: able to be added, or C: able to be edited/removed.  I agree 100% with not being able to modify the details of a ticket after it's been closed, but tags are metadata and have uses outside of the life of the ticket.

May 31, 2013 09:55
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Rafa Viana

I also need the ability to add tags to closed tickets. How else would I be able to properly organize my tickets for accurate reports?

June 10, 2013 07:20
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Adam O'Brien
maintenanceconnection

In addition to all of the above, the ability to edit (in the very least) the Requester for closed tickets would be a tremendous help.

We have only just recently been digging into past ticket history and I am finding that there is a good amount of tickets that have incorrect Requester info (mostly 'Caller:xxx'). It would be a much simpler process to be able to simply edit the Requester of the ticket that is closed instead of have to go through 70+ pages of End-Users and edit the info that way.

June 19, 2013 07:38
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Renato Lyke
konysolutions

+1

August 27, 2013 01:51
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Kevin
magoosh

Definitely a feature we need at our company: delete old, deprecated Tags from the database. A couple reasons:

1. Things change and we need to be able to reflect this change in our data.

2. If any Tag is accidentally misspelled or typed it enters the database FOREVER.

3. We have confusion caused from mis-typing tags and from point 2. For example, we have a "not_reached_lesson" and "not_reached_lessons." There are many examples of this. We need to eliminate the inaccurate tag so that people answering tickets don't choose the wrong tag.

We do not need to delete tags from old tickets, necessarily. We just need them to not show up when people start typing out a Tag. It adds a lot of confusion with them there and encourages errors, not prevent them.

October 08, 2013 09:32
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Matt Picio
janrain

Agreed.  We have a number of instances where GoodData reports multiple tags as separate categories in a given report - and sometimes have to go through extensive contortions with our reporting in order to get them to display properly.

I understand Zendesk's reticence about allowing modification of closed tickets, but that's a major issue for quite a number of your customers which needs to be addressed in some manner.  Perhaps an improved audit log.

Right now, it's impossible to add tags or replace them (making it impractical to extend reporting to legacy tickets when new tags are added or old ones deprecated/replaced), impossible to add CCs to closed tickets (meaning end user customers have zero visibility into historical tickets - and when tickets belong to an org and the submitter no longer works for that Organization - zero visibility into that ticket for the org), and impossible to add any metadata which might aid in future search.  These are not trivial deficiencies in the product and make it VERY DIFFICULT to use Zendesk effectively in the Enterprise sphere.

October 08, 2013 09:42
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Jonathan March
Enthought

+1

October 08, 2013 10:46
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Capucine Martin
wontok

We need a way to modify closed ticket for better reporting !

October 22, 2013 13:02
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Darrington Bevins

Basically, without the ability to append/amend/modify closed tickets, the entire tool fails as an analytics and reporting solution. This will be a deal breaker for my organization. I love the Zendesk tool, but the data becomes stale if we cannot manipulate it to conform to current metrics. frankly, it doesn't matter how good your reporting tools are is you have stale data, because you become limited to the metrics needs you anticipated before the data goes stale.

Anyone developing reporting systems for Zendesk should consider this before investing your time supporting this product.

+1

 

November 12, 2013 10:16
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Diane Albert
schoolannual

+1

We have a tag "password" and also "passwrod" - if i don't catch that withing my "keep the stuff not-closed for a gazillion days", then that becomes part of my tag list.

I understand the concept of not wanting to change the actual communication chain in the ticket, but yes from reporting, this stinks.

This did catch me for an important upgrade request - i knew i had more "password" issues than what displayed.  Fortunately, I could hide that I had to search for password and passwrod, but my data will always be tainted.

And try explaining that to someone new who is setting up their own views or personal macros (which *I* as an admin can not administer YET...another +1 there).

Diane

December 04, 2013 05:23
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James Scott
Brightpearl

I also would like the ability to add tags to closed tickets. My use case is that I review all feedback received and choose to exclude some feedback from customer's personal metrics where the feedback is clearly reflecting the product and not the agent performance. I use Gooddata to display agent feedback on big screens around the office and there is no way for me to exclude these tickets from the calculation unless I can be quick enough to add the tag between the feedback request being sent out and the ticket moving from solved to closed.

December 13, 2013 15:18
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Stephen Pryke

Any end in sight for this? Every day it gets more and more frustrating.

I found yet another incorrect tag today in a closed ticket which one of our 39 agents had mistyped. It won't affect statistics too much, as it's currently only one ticket, but it will remain in the tag suggestion list to prompt other agents to use the wrong spelling. How nice of it.

December 23, 2013 02:25
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Pam Helf
helmsbriscoe

+1 for adding the ability to edit tags. This would be extremely beneficial to us as we just set up our Zendesk and didn't necessarily realize that tagging would play such an important part in reporting/analyzing for future training issues, FAQs that should perhaps go into our Help Center, etc.

January 09, 2014 14:37
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Pablo Destefanis
counterpart

+1 I need to reorganize them, not being able to do so means I cannot have long term stats look the way I need them today, only the way I needed them two years ago...

January 13, 2014 12:43
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Rania

+1

February 07, 2014 08:16
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Kevin Collins
cozy

gahhhh! Just ran into this. "Please get a new metric of something we didn't track for the last 3 months." 

Me- "Oh yeah, no problem- I can run through a whole mess of old ZD tickets and add tags to them, no sweat!" 

*goes back to the beginning of the year*

 

"Huh, is that form broken? Let me try another browser. Uhhh. Nope. Can't do it."

 

:(

 

I don't care about the reopening of a ticket, I can deal with a followup, but being able to track a new metric from past events is kinda important. 

March 10, 2014 10:34
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Tim Book
GSX

+1

March 10, 2014 11:46
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Jackie Barefield
mediaocean

+1 for me too.

I agree with the above mentioned reasons for this feature. But most valuable would be that post-closed tag additions, deletions and modifications would allow us to keep our data clean, instead of living with mistakes we/our agents made when we were new players 

March 12, 2014 10:27
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Andreas Larkfeldt

+1

March 18, 2014 07:44
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Deborah Anderson Bialis
riseup

The ability to edit tags on closed tickets is absolutely necessary to track metrics across a wide aray of tickets and time frames vs. just going forward. Are there even any counter arguments on why making it possible to add tags later would be a bad thing?

April 16, 2014 14:06
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Jeffrey Wood
Barnes & Noble

Since we're new with ZenDesk, we weren't 100% on the content for our tickets.  We're evolving and making changes.  Now that we're at a point where we producing reporting, we're finding that closed tickets are missing important information.  Having the ability to edit a closed ticket is very important.  I can see that this request began back in 2008.  ZenDesk, come on, make a move.

April 22, 2014 16:45