I tried to find similar posts and found that apparently this was a Feature Request for over 10 years, so not sure if this is now possible.
I've recently started my new role and it seems my team just implemented Zendesk without knowledge of ITMS.
I've now finished with overhauling our Zendesk to include fields such as service category, solution text field, etc. and made other fields like Priority and Type mandatory. This now compliments our monthly SLA Metrics reports we need to provide to customers, which is currently a very time consuming task i.e. needing to manipulate the exported excel information, manually entering data, etc.
Anyway, it's critical that we update all the historical tickets to include pertinent information to show customers we are enacting contractual obligations like meeting SLA - therefore we need to update all past tickets to assign a Priority (currently old tickets don't have this info), ticket type: incident or question, category (to start trend analysis), update ticket Subject and Solution to customer friendly words, etc.
1. How can I achieve this i.e. edit closed tickets?
2. I'm also concerned that once tickets are administered then closed, it will date stamp the close as the day we updated and re-closed the ticket rather than retaining the original ticket closed date - which is the true date when the issue was resolved.
Pleeeeeease help :)
Many thanks in advance for the advice I'll receive.
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