Feature Request - Ability to edit closed tickets
Our agents have requested over and over again the ability to make some edits on closed tickets. In particular, some of the metadata fields. Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.
It would be nice to have some ability to change things on a closed ticket
This is an important area for us to work on. Thanks for sharing your input. We have taken this feature request into consideration for our 2022 plan.
This is a serious product gap and undermines what limited value Zendesk has for reporting on ticket trends or historical support engagement (especially using outside systems). I see that post '203421476' has had its comments blocked, is Zendesk product not engaging on this any further?
I understand that new features close new deals but having a pretty substantial amount of tickets synced to the wrong orgs seriously compromises ticket reporting. Without the ability to fix those as an admin by changing the orgs on the closed tickets, our only options are to ask you (which appears fruitless) or start scoping other tools.
Using Zendesk as part of a holistic approach to engagement is not optional, please reconsider your stance on this and allow admins to administrate their ticket data (i.e. edit basic fields on closed tickets).
Edit: for clarity
I fully agree with Billies post.
We also need the possibility to edit tickets that are closed.
Especially changes like changing the organization if it was not assigned correctly.
Maybe Zendesk could implement it for Enterprise customers only so they might have a $$$$ plus for more people changing to enterprise?!
This is a must
Agreed. We have numerous tickets incorrectly marked as Problems which skews historical analytics requiring us to always remember that the data is not accurate. I fully realize that these should have been properly categorized upon creation, but I just started at this job a few weeks ago. I didn't have eyes on the ticket creation process until now and have no way to correct the data my superiors are relying on me to provide. This requires extra effort, explanations, conversations, and asterisks that could be completely avoided if I could only edit this one field on closed tickets.
Further, it makes no sense that as an admin I can delete these tickets, but I cannot go back and correct them.
The most absurd part is that this has been an issue for 12 YEARS:
... with hundreds of responses noting how important it is to be able to edit archived tickets. Despite that, Zendesk seems doggedly determined not to fix this product defect.
Especially changes like changing the organization if it was not assigned correctly.
Totally agree here with this point - its a bit of a nightmare you cannot assign an organisation to a user for a ticket that's already been marked closed, there's no ability to clean up any old data if the organisation wasn't assigned to a user at the time of ticket closure. This is resulting in wrong reporting metrics now sadly :(
If the UI made this clear this is a restriction that would at least be a start - to me it just looked like a bug and took a little while to figure out what was going on here and why the organisations weren't being applied and why stuff was missing in the Explore reports.
Agree with all of the above. We really need to be able to edit the organization on a closed ticket. We had tickets that were misassigned and we want to be able to correct this inaccuracy.
Agreed! It's ridiculous that we are not allowed to edit our own content (it's our tickets and our customers after all).
Also in need of this!
Case: I am letting the team keep track on what tickets will need a KB article. This is done via a field in the form (Needs KB article, toggle on/off). I can then use this field on making reports for example as well in the Explore dashboard.
Once tickets are closed, I can not modify this toggle any more to be off once an article has been written.
Meaning I will need to now manually disable those tickets in my Explore dashboard so they are not shown up as still needing a KB article!
Workaround? create a automation the opens then solves tickets every 20 days so they never stay solved for 28 days until the cut off of your choosing (repeat 20 days automation many times?)
at least make this possible Via API. it should be straight forward to implement this via API
This is increasingly becoming an issue, as we cannot redact data from Closed Tickets - in particular attachments on older tickets.
I believe that at a minimum the API and Zendesk Admin should be able to modify a Closed ticket. Automations / Triggers should not fire on Closed tickets.
I would love to see some feedback from Zendesk on why this feature isn't possible.
Like other reporters, I just want to share this is needed for our company as well.
There are a number of reasons to edit Closed tickets, for example, currently, we are optimizing the Tags and we need to remove some old Tags and replace them with an updated version. This is currently not possible to be done on Closed tickets and basically blocks us to move to the new Tags we want to. If we had an option to edit all Closed tickets this would be great.
A must-have feature.
There're way too many scenarios when a company needs to update some fields in closed chats in order to have clean data. Not to mention that we need managers to be able to fix mistakes agents were making while handling the chat.
We should be able to add internal notes for audit traces (regulatory requirements), update tags, change/add the fields etc.
It's ok to not allow to reopen the ticket. But all other features should be available.
We also need this feature urgently for our workflows:
We are a global software company and the support departments take any requests from customers and partners.
Bugs are submitted via connector to the purely internal development platform Azure DevOps (ADO) and support staff in return submits the official bug number to the customers/partners and closes the support request at the same time.
Many bugs that are not highly urgent are normally scheduled by development planning for one of the upcoming releases.
The release of the version containing a fix for the reported bug can really be sometime in the future (= mostly between 3 to 36 months). Thus the original request (=ticket) in the support platform is already closed.
By means of a bidirectional connector we still want/need to provide current information (eg. status in the internal development platform) to our customers and partners.
We would like to communicate the following information primarily via custom fields to the customers:
- Status of bug in the development platform (= ADO): in development, in production plan, not in production plan, released
- "Fixed with" version
- Availability of the new version containing bugfix
@all of those who suffer.
Please do not forget to give an up to all posts of this feature request.
I think in that way we can give this request even more weight.
Gaurav Parbat: do you think our use case - see post above - will be covered by your 2022 plan?
Gaurav Parbat Pleased to hear this is under consideration, but it feels like an essential action for all Zendesk agents to have access to, especially when reviewing and amending ticket tag data for reporting purposes. Currently we're missing months of crucial reports due to the inability to improve the tags of older tickets.
Do you have a timeline for when any such changes might be implemented in 2022?
Another use case that I hope falls under this
We recently changed the business model for a team's group structure. The agents lost access to all their historical tickets that were closed and associated with the old groups.
Account setup - agents can only see tickets in their groups
Old groups were deleted - as you cannot deactivate groups, and without an app you cannot "hide" old groups for the assignee selection
Since closed tickets cannot be edited, we were not able to update them to a new group. Now only the system admin can see all those tickets.
Leading to a very poor experience when agents access is restricted to ticket groups & the business model changes
Is there an ETA on which quarter of 2022 this will be released?
We would also really like to see this, many of the other mentioned use cases are relevant to us. But from a support point of view, one of the key issues we have is with incident and problem management.
I'm currently stuck with countless incidents open as I wont allow the related problem ticket to be closed until the team have attached a full RCA. It gets messy using follow up tickets and is much easier to add the relevant information to the problem, unfortunately it can take some time to put this together and often the ticket is closed by the time this is done.
alternatively I have to have my agents manually closing the incidents down which defeats the object of the incident/problem linking in Zendesk. This is also made impossible with the current issues we face with bulk ticket updating due to the amount of fields we have available.
Gaurav Parbat Can you please provide an ETA for this feature implementations.
From a customer support POV, I would like to have the capability to re-open a ticket and be able to reply to the original ticket without creating a new ticket. I follow up with each individual customer on released features or bug fixes and I want to keep the thread of the prior conversation.
The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.
Our ZD instant is the system of record within our organization. As our business updates and we make changes to categorization, we need to be able to update tickets for historical reporting and support of our business. Also, many of our cases will take over 28 days to resolve and up to months. I really don't want to keep everything in some type of pending status as it will slow down the system but we need a way to edit old cases to re-code based on business changes. This is a critical feature.
Any update on this feature? This is almost necessary due to human error etc.
Our concern is when human error are done and can not be undone, it creates faulty information when creating reports in Explore.
As everyone working in Support knows, there's always a need for cleaning up things like categorization etc, for analysis purposes. The fact that we cannot edit (I don't need a re-open) closed tickets has a critical impact on the usability and our ability to get to actionable insights and monitor progress.
This should be fixed asap!
The lack of ability to do this makes Explore reporting significantly less useful to our organization. Please stress the importance of this feature to the team.
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