Why is the ticket organization not being updated for closed tickets?

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26 Comments

  • Jim Uomini
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    If an Organization is added after a ticket is closed, you're never able to add it to the Organization. This is a very bad feature and another example of why you should allow admins to update closed tickets.

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  • Nicole - Community Manager
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    Hi Jim - 

    You are correct, edits and changes cannot be made to closed tickets. I'm sorry to hear that you're finding this to be a frustrating functionality. Can you provide more detail about your use case and what you're trying to do so that we can better understand why you would need this capability?

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  • Crystal Shuller
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    @Nicole, my organization would like the ability to update closed tickets as well. It especially relates to data / reporting integrity. We're finding that agents sometimes don't update a field or tag correctly, and we're not able to catch it before it goes from solved to closed. Therefore our reporting isn't accurate. For example, yesterday I was building a report for a particular organization client, and I found that some users were applied to the wrong organization. I updated their assigned organization, but it's not properly updating my reporting. 

    This is extremely frustrating and would really be helpful if you guys could allow Admins to edit closed tickets. 

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  • Jim Uomini
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    Hi Nicole,

    If a new customer submits a request and it is closed before we've had a chance to create the organization, we end up with some of their tickets in limbo with no org. And as Crystal points out above, sometimes you need to make changes after the fact for accuracy. Or if two organizations merge, that change needs to be reflected in the tickets.

    I can understand not allowing an agent to reopen a ticket, but admins should be able to make changes to closed tickets. This is a basic feature in ServiceNow. I understand that Zendesk is designed to be easy to use while maintaining excellent performance, but too often you lock us in with limited ability to customize or adapt to our own processes. Things like not being able to add Status values, or modify the ticket list in the customer view are really frustrating and repeated suggestions for features that are basic to other platforms made over multiple years go unanswered. And why do we have to pay extra to manage views of customers when this is no different than managing views of tickets? I can put information into my customer and organization records, but it is really hard to do anything with it. And why can't I do something as simple as creating a list of tickets on which I am a CC?

    Thanks, Jim

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  • Nicole - Community Manager
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    Thanks for the feedback, Jim and Crystal. I'll communicate it over to our Product Managers. 

    I haven't heard of this being on any roadmaps in the near future, and don't know if it's something currently being considered in the development priorities. I'll let you know if I hear of it going under consideration. 

    Jim, as far as those request threads go, we are proactively working with our product teams to make sure that we're capturing feedback in a way that's useful and informative to them, and also enables us to better be able to respond to threads and not have those requests go on for years. This is a high priority for us right now, as it's a process that has been broken for too long. We recognize it and want to make that experience better for everyone involved. 

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  • Dan Ross
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    Adding another voice to the group, admins really, really, really need control over closed tickets.

    We just experienced an issue where a user was assigned to a similarly named (but incorrect organization). Both the org's actual user, and this erroneously assigned user have created tickets where have long since been closed.

    To fix this issue and ensure that each user only sees their own ticket history, the recommended solution from Zendesk Support was to *delete* the tickets and recreate them. That's horrible for data quality and integrity and leaves us in a tough spot. Even if we wanted to do this, it's incredibly tedious as there's no bulk deletion option for closed tickets in the UI.

    Another use case for admins being able to edit closed tickets is to fix obvious errors. Sometimes, agents mess up their form entries and perhaps select the category value adjacent to the correct one. Being able to correct obvious errors on closed tickets would streamline reports so we didn't have to make a million exclusions to filter out bad data.

    Perhaps allow admins to force re-open a case but also provide a reason for doing so, which can be logged and audited, if necessary? 

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  • Nicole - Community Manager
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    Thanks for the feedback, all. I've flagged this thread for PMs to review. 

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  • Myles Grote
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    Hi Nicole,

    Adding on here, but for a different reason.

    My Use Case: An important question that we're trying to answer is how many tickets are being submitted within a certain organization.  This is important, because the more tickets over time that are submitted, typically correlates with a greater increase in churn risk.

    What Happens: I search for the organization, and then when I click on it, I don't see any of the "closed" tickets for this organization.

    Maybe there is a better way to do this (reporting) as an example, but I did not see any way to filter by organization within reporting.

    If there is a better way to obtain this data, could you please let me know?

    Thanks!

    Myles

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  • Dan Ross
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    Hey Myles,

     

    If you have access to Insights (GoodData) on your plan, you can use the # Tickets metric with the attribute 'Ticket Organization' to get a count of tickets by org. You can filter it to Top n and filter the range with the month/year (ticket created) attribute.

    When you search, Zendesk displays non-archived tickets (closed for less than 120 days, if memory serves). If you load the org itself, it should show you the tickets in the ticket history, but you have to go to the org to see that.

    Reports won't make that distinction, unless you intentionally add a date filter. 

    Good luck!

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  • Myles Grote
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    Thanks, Dan!  I was missing Insights.  I just upgraded to give it a shot and see if it helps us at all.

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  • Nicole - Community Manager
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    Keep us posted, Myles. Thanks for jumping in, Dan!

     

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  • Tony Vardiman
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    Plus one on this, needed greatly.

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  • Nicole - Community Manager
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    Hi all - 

    We've been asked to please direct all product feedback to the Product Feedback forum. The PMs are finding it very challenging to keep up with things coming in from all over the Knowledge Base. 

    They regularly read through everything in the Product Feedback Community, so if you could add your thoughts to this thread on the topic of editing closed tickets, that would be super helpful. 

    As ever, if your feedback is just a "+1" please use the upvote feature. If you want to share the business impact and an example of how this would effect your daily work, you're welcome to leave a detailed comment as well. 

    I will also be having some meetings with Product next week to get updates on several things, so hopefully will be able to provide some additional information at that time. 

    Thanks for your participation! We couldn't be Zendesk without you and your feedback. 

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  • David Rose
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    This really is rubbish. Tickets are now in limbo - not attached to the correct organisation and thus looking at an organization's support history is incorrect. This is bad for the agent (they may end up breaking something previously patched around) and bad for the customer as they can't see all the tickets for their organization.
    Don't take this the personally, but I'm fed up of Zendesk adding lots of unnecessary bells and whistles to keep up with the competition and look good for new prospects whilst still neglecting the core functionality (such as still can't merge organizations) that the actual real users are shouting for.

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  • Dwight Bussman
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    Hi David,

    Again, I'm sorry for your frustration at our apparent focus on new features. Please know there's a lot of work being done to refine & optimize existing features as well to make them more reliable, faster, and more consistent across the product.

    If you'd like us to amend this behavior to allow for manipulations to closed tickets, the thread Nicole mentioned (edited) is certainly a good place to voice that desire. If you're concerned about having a broad view of a user's tickets and are on our Plus or Enterprise plan, Insights offers two different organization-related attributes: 

    • Ticket Organization - This is based on the ticket-level organization. For closed tickets it will display the organization present the time the ticket was closed.

    • Organization - This is based on the user-level organization. For closed tickets, it will always reflect the current primary organization of the requester, regardless of their organization at the time the ticket was closed.

    For more information on these attributes, please see this article.

    While I don't take your comment personally, I'd like to provide my thoughts as to why it may have been designed as it was (with the caveat that I'm not one of our Product Managers - I'm simply speaking from a Support perspective). 

    Zendesk treats a closed ticket as an historical record, not a living entity - it's intended to represent the way things were rather than the way things are. With that in mind, some cases to consider: 

    1 - What if closed tickets did change organization to mirror their requester but you wanted to report on all the tickets they had opened in their previous organization? This would be an extremely cumbersome task involving quite a lot of API scripting.

    2 - Some customers have enabled the setting which allows end-users to view all tickets within their organization. Let's say I work for Apple and I submit a ticket using my personal email address. If I later go to work at Google who has that setting enabled, should my former ticket follow me over there to suddenly be visible to everyone in that organization, regardless of the settings of my previous org? Conversely, should my Apple co-workers lose access to that ticket information?

    Lastly, on your request for the ability to merge organizations, that's discussed in depth in this thread. Again, while our Product Team has indicated that it's not something we plan to support, I'd like to address a few issues I foresee with such an option: how should security/permissions handled when such a merge takes place? How should reports handle this for historic (closed) tickets? What if it was done by mistake - how to properly undo such an action? Lots of considerations for such a feature, and it appears that our Product Managers have elected to err on the simpler side of things, even though that could also be seen as less feature rich.

    Long story slightly longer - we're trying to do our best to accommodate lots of actual real users, but are not blind to the fact that there are trade-offs involved in doing so. Hopefully the above reasoning helps to shed a bit of light on why we might have made them as we did.

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  • Dan Ross
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    Hey Dwight,

    That first article you linked in your reply to gives me an error saying i'm not authorized to access the page.

    As for some of the concerns around merging orgs, you've got great points! I bet the community would be quick to jump in with suggestions as to what could work for them if only a PM would engage with us. I think that's ultimately one of the bigger concerns from users here, the forums are a bit of an echo chamber at the moment. Jessie and Nicole communicated there's intent to turn that around though, so we're hopeful!

    As for the issues with org merges you suggested, I'll take a stab at them, as far as makes sense for our deployment, in case any PMs are reading. Maybe our use case lines up with other installs.

    1. Ticket merging is already controlled by a user role permission. Org merging should have a separate, but similar control.

    2. We have historic data for Ticket Assignees. "Historic Ticket Organization" is an idea for an attribute that could allow users to specify how they want to report on these tickets. It would let users report on the frequency of merges. 

    3. There is no undo. This is why it should be controlled by a separate permission. Like a ticket merge, you'd better be sure you're ready before you activate it. While that's not great, it's consistent with the ticket merge functionality and could be iterated on later.  Perhaps a 'merge preview' showing what would go where before the merge would reduce the accidents. 

    Thanks for reading,

    Dan

     

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  • Dwight Bussman
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    Hi Dan,

    Thanks for the heads-up. Turns out the initial article to which I'd linked had been archived earlier that week as a duplicate. I have re-linked the above post to the active community post about adding/editing tags on closed tickets, which is presently listed as Planned by an official PM. I know our Product Managers read through these comments, but don't necessarily have time to comment on all of them, so thanks for being patient and continuing to bring things up herein.

    I'm far more in favor of having those governed by a role-based permission, as it could definitely make for some headaches if used haphazardly. 

    Thanks for the thoughtful use-cases! While they might fall under the umbrella of the aforementioned community post, I could definitely see making your own piece of Product Feedback to specifically address this Historic Organization reporting, as it may be an inroad into the conversation about merging organizations.

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  • Support Admin
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    need this feature so we can have retroactive reporting. please prioritize it on your roadmap

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  • Support Admin
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    Nicole, your link to the thread doesn't work: https://support.zendesk.com/hc/en-us/community/posts/204334258-Edit-or-Reopen-Closed-Tickets

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  • Nicole - Community Manager
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    Hey Support Admin - 

    Ah, yes. That thread was archived a while back. Here's the active discussion relevant to the topic: Add or Edit Tags on Closed Tickets

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  • Support Admin
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    thank you Nicole, I added my vote and comment in that thread.

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  • Nicole - Community Manager
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    Thanks!

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  • Hope Notz
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    I would like to see this feature as well. We could use this in the event that duplicate organizations are made and we need to clean up the data. For example, I cannot reassign tickets to the correct org once they have been closed. If I delete the bad org, these tickets sit in no man's land needing an org created, but I cannot update the org. My only option is to create a new org which is the problem we were trying to solve in the first place. 

    Is there an update on this feature?

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  • Nicole - Community Manager
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    Hey Hope -

    The best place to get updates is on the product feedback thread; that's where we will typically share what is going on with a given feature request.

    The latest update is that the product team is continuing to evaluate the viability and impacts of making these changes, but it's not yet scheduled for development or release.

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  • Tony Roberts
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    I've just come across exactly the same problem.

    It's extremely counter-intuitive that the organization view should not show all tickets related to users of that organization, regardless of when the user was added to the organization.

    The fact that the organization is stored on the ticket is an implementation detail - if the user is changed, then their tickets should show up when searching for tickets of that organization. The fact that they currently don't to me seems like a serious bug.

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  • Dwight Bussman
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    Hi Tony,

    While I'm not a Product Manager, I believe the thinking behind the current behavior can be summed up by the following scenario:

    • Alfred works at Boeing
    • Alfred raises tickets while working at Boeing that are related to working there.
    • Alfred leaves Boeing and goes to work at Lockheed
    • Although the tickets were raised by Alfred, they are unrelated to his current employer.
    • Also - if Embrauer has been configured to allow users to see tickets from other users within their organization, this is a potential security risk, as these former-Boeing tickets may suddenly be visible to users who perhaps shouldn't have permission to see them.
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