Question

Can I edit a closed ticket to add information?

Ticket_is_closed.png

Answer

Admins can only edit the Tags, Subject, and Priority ticket fields on closed tickets from the Agent Workspace or from the ticket API endpoints when the modify closed tickets setting is enabled. You can only edit tickets in solved status before they are closed through business rules, such as this automation: Close ticket 4 days after status is set to solved.

You can only create follow-up tickets from closed tickets and business rules such as triggers and automations don't act on closed tickets at all. For more information, see the article: About system ticket rules.

You can delete closed tickets. However, from a ticket view or a user profile, you cannot mass delete closed tickets. Instead, use 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 Zendesk Agent Workspace, you can redact closed tickets. For more information, see the articles:

  • Redacting ticket content
  • What is the difference between a Solved ticket and a Closed ticket?
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