Can I edit closed tickets?

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  • Chad

    Are there any plans to change this rule? I definitely see why it's important, but we have some tag/custom field updating we wanted to make but it would essentially split all of our data. There are some no-so-elegant solutions that we would very much prefer not to have to do.

  • Jessie Schutz

    Hey Chad! Welcome to the Community!

    If you haven't seen it already, we have a very active thread about this in our Product Feedback topic. One of our Product Managers weighed in on it recently to let folks know that we're evaluating whether this is something that would actually be feasible for us to implement at some point.

    If you're willing, it would be great if you could hop over there to share your detailed use case. That kind of input really helps us understand that problem that this type of change would solve for our customers. :)

  • Don Wood

    Is there no way to update from the back-end?  As we evolve in our product and support thereof, we want to capture trends. In some cases the data is missing form the ticket or is a a new data point we need.

  • Nicole - Community Manager

    Hi Don, 

    Unfortunately, there isn't. Tickets are effectively rendered as a read-only file once closed. 

  • Charles Wood

    Don, there's always a way. However, the cost of implementation may be too great, or there's an overriding business reason not to do it.


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