Can I edit closed tickets?

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12 Comments

  • Chad
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    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.

    5
  • Jessie Schutz
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    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. :)

    1
  • Don Wood
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    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.

    2
  • Nicole - Community Manager
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    Hi Don, 

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

    0
  • Charles Wood
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    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.

    0
  • Judd Higgins
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    Zendesk needs to, at the bare minimum, open up Closed tickets to allow editing of tags.  There are so many other reasons and needs for editing Closed tickets, but after just recently implementing this system and importing all of our data and now not being able to modify or merge tags is a Support Lead nightmare having duplicate tags that I cannot deal with.  Even Helpscout had this feature and it was as easy as 2 clicks to merge tags.

    The above linked Community Thread has been a Feature Request for over 10 years now.

    2
  • Nicole - Community Manager
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    Hi Judd, thank you for your feedback.

    The product team is currently evaluating the idea of allowing for editing of tags on closed tickets. This means they're sorting out what it would take to enable that, what the potential risks would be, etc. We will continue to update the product feedback thread as we have more information.

    1
  • Jon Rosenberg
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    I also would like to see the editing of closed tags. In a small organization, it takes time to flesh things out and figure out your best practices. I want to be able to go through old tickets to change tags or ticket fields so that I can pull out the data that I need. 

     

    For the time being, could you create a follow-up ticket and add an internal note? would that trigger an email to the customer?

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  • Nicole Casper
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    I'm in the same position as Jon above. We rolled out Zendesk recently and determine how we want to tag/organize our tickets. I'd love to go back and do a clean up, namely for Organizations and Tags

    1
  • Martijn van der Linden
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    Hi, Nicole - Community Manager. 

     

    Do you already have an update regarding the editing of tags on closed tickets? 

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  • Sally Evans
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    Hi Nicole,

    Is there an update regarding this?.  I have read the ongoing discussion via the below link and want to add my vote to express my support for this request.

    https://support.zendesk.com/hc/en-us/community/posts/203421476?page=9#comments

     

     

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  • Devan La Spisa
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    Hello Sally,

    At this time, we have no new announcement to make on this integration of this to our current product, roadmap. But I would suggest continuing to post your feedback so our developers can consider it for future feature updates.

    Best regards.

    0

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