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Modifying closed tickets



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Colleen Hall

Zendesk Documentation Team

Edited Jan 21, 2025


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36 comments

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Chaitali Pathak

Zendesk Product Manager

Johannes Garske - You can use these APIs

Tags on closed tickets can be updated via both: 
  ** PUT /api/v2/tickets/{ticket_id}  
  ** PUT /api/v2/tickets/update_many

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Need ability to redact attachments on closed tickets via api

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Hello,

 

I would need the possibility to update the Brand of Closed tickets. We are in progress of splitting one Brand in multiple and I would need to keep the historical tickets under the new Brand so that they are visible to the end-users in Zendesk Guide. Any plans to enlarge the functionality to allow updating the Brand of closed tickets at least via API?

 

Thanks and best regards, Alfredo

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Hello Zendesk Team,

Thank you for the great work you’ve done with the tagging system. However, I’d like to ask if there are any plans to introduce a feature that allows editing ticket fields and forms on closed tickets.

Currently, when a ticket is closed, we cannot edit fields directly. While we can modify tags, the process is very time-consuming, especially when correcting discrepancies from wrong submissions. Filtering reports based on tags and adjusting old tickets to align with updated values creates significant complexity, as discrepancies may cause reporting issues. Plus, there is no feature to bulk escalate tags, which further adds to the time required to address these discrepancies.

To address this, we currently have to create separate boards for reporting/effectiveness checks: one based on fields and another based on tags. This method is time-consuming and inefficient for resolving changes in fields or forms.

I believe that adding the ability to edit fields and forms directly, even for closed tickets, would be incredibly beneficial and save a lot of time. Could you share if this feature is planned, and if so, when it might be launched?

Thank you for your support, and I look forward to your feedback.

Best regards,Janina

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Any idea why manual adding tags to a closed ticket but when we try to update and tags via api to the same ticket it does not work?

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Will this allow an admin to adjust the intent header on closed tickets? 

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