Question
Can I edit a closed ticket to add information?
Answer
No, you can't edit tickets in a closed status. 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. You can't change ticket properties on 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.
If your account uses the Zendesk Agent Workspace, you can redact closed tickets. For more information, see the articles: