[Closed for comments] Add or Edit Tags on Closed tickets

260 Comments

  • Jeffrey Wood
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    Since we're new with ZenDesk, we weren't 100% on the content for our tickets.  We're evolving and making changes.  Now that we're at a point where we producing reporting, we're finding that closed tickets are missing important information.  Having the ability to edit a closed ticket is very important.  I can see that this request began back in 2008.  ZenDesk, come on, make a move.

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  • Eric Rodriguez
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    +1 Same use case as Jeffrey Wood.

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  • Christopher Lasota
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    ZenDesk, come on, make a move.

    Ummm, No. You say you are new so allow me to fill you in on something. Zendesk has no interest in allowing you to do anything with closed tickets. They worship at the alter of ITIL. The needs of the customer come second. 

     

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  • Jake C
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    Things change, needs change, metrics change. Would rather not have to sift through a million tags.

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  • Customer service
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  • William Tinker
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    Likewise, this is now important to us.

     

    As new Zendesk customers, we were actively developing a solution whilst using the product.  Therefore older tickets do not contain all of the information we require for effective reporting.

     

    We are now looking to report on historic workflow, and are unable to do this because closed tickets are frozen with insufficient data within them.

     

    As a workaround, I attempted to create a custom report using Gooddata, but this utility is not powerful enough (I cannot filter subjects 'like' a certain keyword, or search ticket activity for keywords).

     

    We're therefore completely stuck, and Zendesk currently offers no solution to what must be a very common requirement among users.

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  • Xavier
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    Same need here. This is really essential!!

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  • Devin Winters
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    I have to add a +1 for this as well. I just introduced a few new metrics and would love to have the ability to update past tickets with the new value to make for much better reporting on support trends. Unfortunately, I'm now stuck waiting several months until I have enough new data to become statistically relevant. 

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  • Daymon Nin
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    +1  

    This is a severe limitation which ruins our ability to analyse tickets retrospectively. It makes using insights a bit a of joke.

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  • JoshuaZiggas
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    +1 As an administrator I should be able to tag a batch of tickets.

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  • Kristy Ramos
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    One of my new guys mis-catecorized several now closed tickets.  How should I deal with that?  Aside from pointing out to him that he mis-categorized.  If the community has suggestions, I would greatly appreciate.  Thanks!

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  • Florian Lackerbauer
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    +1

    absolutely necessary if you import tickets...

    2
  • Nathan Lloyd
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    This defect in the software is crippling to long-term ticket data management.

    1
  • Kiss Zoltán Gergő
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    I just run into this...

    I need post-tagging feature for reports because we introduced Zendesk in a rush, and the tagging system for reports have been developed only afterwards.

    Right now I do not know how to solve this.

    Zendesk, please....

    1
  • Kristy Ramos
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    It's been 6 years since this particular thread began; I don't think Zendesk is inclined. I doubt this is the only mention/reference of this.   Perhaps I will turn my mind to a workaround using Excel/Macros.  Sucks, but hey - technology ;)  If anyone is interested in putting heads together on this, ping me.  I am also going to a local Zendesk user group in San Francisco in a week; I will mention there and see if anyone has any workarounds.  

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  • Tobias Ritlov
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    We are in greatly need of this option as well, for several reasons that have already been explained in depth here.

    As I am working in a company providing an online Management System myself, I understand how difficult it can be to change fundamental features.

    However, what is not difficult; is to provide proper communication. The lack thereof is disappointing in this case.

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  • David Snowdon
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    Is this coming, or do I need to find a different ticketing system? 

    3
  • Mike
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    +1, b/c I just ran into this constraint as well. I'm totally cool with tickets getting freezed for archival purposes, but don't quite get why it has to apply to tags as well.

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  • Lewis Chilton
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    I completely agree with Mike..

    considering the amount of comments on this post and how every company has the same problem of changing their tagging process or user error, this is clearly essential.

    For the half a day to days development it would take to implement this...your obviously costing yourselves money. You have probably spent half a day on this post itself.

    Seems clear it is just a typical stubborn developer mentality. How many clients do you need to loose before you implement this?

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  • Wilson Morales
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    I would suggest a revisit of being able to re-open closed tickets. If my team is taking 1000 to 1500 tickets a month and I have to review them and have to make changes in tags or even wording on some items specifically possibly having information that we are not supposed to have in there this function is needed. I see that this has been asked for several years and still not implemented.  Please take into consideration this voice of the customer.

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  • Francis Tan
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    +1 to this. As an enterprise client, as soon as our (not-so-inexpensive) bill was already running, there was heavy pressure from MGMT to roll this out as fast as possible. 

    Now the reports are all screwed up because we have failed to properly fix, and manage our tags from the beginning.

    We badly need this feature. Our asses are on the line here. 

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  • Andrew J
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    @francis tan, I recommend you open a support ticket about this - possibly the team may be able to retroactively fix this on your behalf for this one off issue.  

    You will then want to look at tag management and make sure it is right going forward. :)

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  • Francis Tan
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    Thanks for the tip @andrew. I'll do that. I just need to finish up cleaning my tags for now. 

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  • Yoni
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    Hey ZenDesk, it kinda sucks no one has replied in a year. +1 to this issue. It seems so simple and there's a lot of demand for it. Why not add it? 

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  • Daniel Reed
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    +1 one for this.

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  • Brad Hickey
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    Would definitely like this as well.

     

    My case:

     

    We just discovered that instead of one blanket issue with our product was actually two separate things. We'd like to go back in our old tickets and add tags so we can differentiate when we go to check reports so we can see the overall impact of each issue. This would help us decide which one we should address first. 

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  • Wilson Morales
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    +1 on this.

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  • Jeroen Poppe
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    +1

    We recently introduced a list of "standard tags". Now we'ld like to apply the these tags to old tickets to create reports with them.

    We need to alter tags in batch. Eg: change all tags "AAAAA" in "BBBBB".

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  • Birgit Pohl
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    +1 for initial idea. I don't care about inner company policy. I care about user experience.

     

    Uff, seriously: Filtering a proper view without editing the tags, or conditional filtering from the status is absolutely not working at all.

    I spend hours in trying to get a proper view/filter but I announce it officially as failed.

    1
  • Sameerdeen Ahamed
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    +1

    I need to edit/modify TAGS to our closed tickets.

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