Question

Can I edit a closed ticket to add information?

Answer

Admins can edit the tags, subject, and priority ticket fields on closed tickets in accounts using the Agent Workspace or the ticket API endpoints when the modify closed tickets setting is enabled.

Zendesk lets you edit tickets in solved status before they are closed through business rules. Requestors can only create follow-up tickets from closed tickets. Business rules such as triggers and automations don't act on closed tickets. For more information, see the article: About system ticket rules.

You can delete closed tickets but you can't mass delete them from a ticket view or a user profile. For more information, see this article: How can I bulk delete closed tickets?

Note: Tickets that are part of the merge, including archived and closed tickets, show that their organizations are updated in their ticket events.

If your account uses the Agent Workspace, you can redact ticket content redact closed tickets.