Updating historical tickets - service categories, priorities, solution text, ticket type, etc.

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3 Kommentare

  • Graeme Carmichael
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    Jack

    There is no easy way to say this, but closed tickets cannot be edited. So if you are missing ticket details or need to make amendments, that cannot be done.

    All I can suggest is having continual review of tickets before they reach the closed status. 

    Your last chance of doing this is between solving the ticket and your automation setting it to closed. You can decide how long a period to set before a ticket is closed up to a maximum of 28 days.

    Sorry that I cannot give you better news, but it sounds like you have made a lot of progress on your Zendesk.

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  • Josh Keller
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    You could achieve this by exporting those tickets (incremental exports API endpoint), modifying the tickets with your new fields, etc., importing them again (bulk ticket import API endpoint), and then deleting the original tickets. This would preserve the time stamps in your tickets, and since these tickets' users already exist in your instance it wouldn't be especially complicated. The IDs (hence URLs) for these tickets would change, but otherwise everything should be identical.

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  • Jack Yumulu
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    Hey thanks Josh.  I'm not technical, so I asked one of my techo staff members to review your suggestion, which seems very doable :)    The only somewhat downside is new ticket numbers will be assigned, (if customers refer to a ticket number, it might be cumbersome to locate the new ticket number).  However, we could live with this and I really appreciate your suggestion, which I think I might proceed with.... :)

    Cheers.

    1

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