Janina Abrams

Hello Zendesk Team,

Thank you for the great work you’ve done with the tagging system. However, I’d like to ask if there are any plans to introduce a feature that allows editing ticket fields and forms on closed tickets.

Currently, when a ticket is closed, we cannot edit fields directly. While we can modify tags, the process is very time-consuming, especially when correcting discrepancies from wrong submissions. Filtering reports based on tags and adjusting old tickets to align with updated values creates significant complexity, as discrepancies may cause reporting issues. Plus, there is no feature to bulk escalate tags, which further adds to the time required to address these discrepancies.

To address this, we currently have to create separate boards for reporting/effectiveness checks: one based on fields and another based on tags. This method is time-consuming and inefficient for resolving changes in fields or forms.

I believe that adding the ability to edit fields and forms directly, even for closed tickets, would be incredibly beneficial and save a lot of time. Could you share if this feature is planned, and if so, when it might be launched?

Thank you for your support, and I look forward to your feedback.

Best regards,Janina

Hi Erica Girges I'm currently trying to customize the new request page in our Zendesk Help Center, specifically aiming to edit the text above the form dropdown box. The default text currently says "Please choose your issue below," and I would like to modify this to better fit our support structure.

I've navigated through the Admin panel but haven't been able to locate the option to Manage > Ticket Forms. Any pointers or step-by-step instructions would be greatly appreciated!

Thank you in advance for your help! 

Update: Found it! I misunderstood the instructions: The text  “Please choose your issue below” can be edited from the Admin Center directly and not the Guide Admin Page!