What is the difference between a Solved ticket and a Closed ticket?

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4 Comments

  • Rob Bruggner

    Hi Zendesk - How can we assign new meta-data to closed tickets?

    Motivating use-case: We have a large number of tickets from the past 12 months and would like to now go back and classify them into different ticket types (ideally using tags) so we can see the volume of tickets, by type, for the past 12 months. We can do this with "solved" tickets. However, a large number of those tickets are now "closed" and it doesn't appear as though I can assign tags to closed tickets.

    How would we go about tagging closed tickets with additional meta-data/tags to enable examination of our historic ticket volume?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Rob,
     
    Closed tickets cannot be edited: see Can I edit closed tickets?
     
     
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  • Rob Bruggner

    Thanks Dave. Does you know if there's a way to address the use-case (i.e. add meta-data to closed tickets so we can analyze/view trends in Zendesk dashboards) or is there no way to do this in Zendesk?

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  • Dave Dyson
    Zendesk Community Manager
    If it's possible to map your old deprecated ticket field values to new ticket field values, you could use standard calculated attributes in Explore to create new attributes based on any combination of tags associated with deprecated or current ticket field values.
     
    For example, let's say your deprecated dropdown values included "Value A" which by default would use the tag "Value_A", and in the new version of your ticket field, you'd like all "Value A" tickets to be considered "Value B" (tag: "Value_B"). You could create a standard calculated attribute that includes tickets that contain either the tags Value_A or Value_B and thereby report on them together. 
     
    See "Reporting on ticket tags using standard calculated metrics and attributes" here: Reporting with tags
     
    I realize that may not work for you, depending on the nature of your field(s).
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