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

260 Comments

  • Sharon Asulin
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    + 1

    Part of the support team work is continuous engineering. This results in a more efficient support work (tickets deflection, better flow of work etc). However, it requires the ability to look at all historical tickets and perform grouping and filtering in a way that will allow reaching meaningful conclusions. 

    Unfortunately, by the time Zendesk implementation in my organization was completed and all the processes around it were also finalized, over 710 tickets were archived without custom fields such as "categorization" that were added during the implementation process, being updated.  

    The fact that I can't now review those tickets as part of my analysis is a big problem. A lot of information just lost.

    If I could now review those tickets and update this custom field or add a specific tag to associate them to a certain category, it would have had a a big impact on my analysis results. I lost almost a year of data, as this field was added only recently following one of Zendesk "best practices" articles.

    I also think that if customers continue discussing this over 8 years, it should have gotten some more attention from the Zendesk team. At least provide a valid workaround.

     

    Thanks :)

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  • Dale Slear
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    I can't agree more with this either. I'm in a situation where I'm analyzing past support tickets and I'm handicapped by not being able to filter and segment the data correctly. This would not only help the organization understand past patterns, but also enable for a better setup in tagging in the future. It's crazy this hasn't been added as a feature yet. All we want to do is update the tags regardless of status. 

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  • Andreas Schuster
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    Regarding "I want to edit tags", wouldn't it be possible to create custom queries for specific groups of Tags which should be counted as one in insights?

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  • Andrew
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    +1 - there needs to be a feature to atleast remove tags. clogging up my inbox

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  • Melinda Stanley
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    To address the 'why' in some fashion: one thing that adding this feature would assist in is erroneously applied automated tags. Some tickets we have are closed (automatically in the case of some Jira sharing instances), and will have automatically added tags such as 'this'.....so now I've got 80+ 'this' tags that I can't get rid of for reporting, because those tickets are closed. Other than entirely disabling automatic ticket tagging, we're still going to run into this problem continuously with tickets. 

    This is only one example of why tag modification on closed tickets would be extremely useful for reporting purposes, previous comments also highlight a learning curve issue as well as reporting needs after the fact. Even if this option was only made available to administrator users for management purposes, it would be greatly beneficial for backend tracking.

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  • Andrew J
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    @Melinda - I agree with the 'dumb' tags created by auto-tagging.  We have a trigger that removes specific dumb tags we were seeing on ticket update.  This helps with future tickets, not past closed ones.

    Our list currently includes;

    "serial please would thanks through new can cannot computer white help that logo asap someone like following back trade see one list some setup dave error ticket helpdesk website company machine cost buy who site box office change"

    Using tagging for reports is not recommended by Zendesk - but we do it. In Insights you can filter to include only specific tags.

     

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  • Yazmin W.
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    +1

    We just realized we have a pattern of support requests and wanted to go back and tag the tickets that were closed, so we can do a search of these requests at later dates.

    We can search on a keyword that pulls up the issues; however, that also pulls up other issues that happen to mention that word.

    This is why adding an issue-specific tag is our solution, but it won't work if we can't tag closed issues, too.

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  • Heather R
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    A slightly new(er) use case that came up for us on editing/adding tags is when you have a dropdown field selected, it adds a tag to tickets. As our processes evolve and shape, sometimes we want to edit the tag the field creates, but that only updates it on non-closed tickets. That poses issues when we pull reports or pull up an old closed ticket.

    The field shows an error because the old tag has been changed or the selection for that dropdown no longer exists, therefore nullifying the tag.

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  • Jeremy Flanagan
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    @Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the historical data you're pulling is accurate.

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  • Nicole Jackson
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    +1 Our use case is - we have particular automation based off of tags. Given the manual nature in which we sometimes add a tag.. this leaves room for error and accidently adding the wrong tag. "suppress_satisfaction_email" instead of the tag that will trigger an automation "suppress_satisfaction_survey". When somebody adds a bad tag or misspells a word, we want to be able to delete that tag so others don't see it when they start to type and continue to use the wrong tag which will never do what they intended for it to do (suppress the email).

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  • Andrew J
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    Just as a note for this @Nicole - you would be best to use a check box for the disable survey feature - this would negate any possible mistake.  Basically we never expect an agent to type in the tag box - everything is done via a field or macro.

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  • Nicole Jackson
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    Thanks for the tip Andrew

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  • Suyog Mody
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    +1 for the ability to edit tags in closed tickets. 

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  • tom
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    +1

    Heres my reason why I need this

     

    My online retail company uses zendesk to deal with claims on damaged items during delivery. We haven't been using tags before, but now find it useful, so for example adding a tag shipping_claim to all the tickets with dame during delivery, lost parcels, etc.

    With my shipping provider I can claim up to 6months prior, so for the historic tickets I now cannot add a tag for a colleague to easily whiz through search on all the tagged tickets to submit a claim.

    Surely this is a basic and quite simple thing to implement, I do not understand the stubbornness here whatsoever 

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  • Andrew Reback
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    We're presently evaluating the feasibility of supporting this request.

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  • Sharon Asulin
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    Andrew Reback YEYYYYYY!!!!! Great news - this is a MUST functionality for continuous engineering! Thanks for the update!

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  • Andreas Schuster
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    Oh my god, miracles are indeed happening :)

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  • Claire R
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    +1 would love to see the ability to delete random tags people have created - we have a list of agreed upon tags but over time have accumulated excess ones that are attached to closed tickets and therefore auto-complete options, which encourages their use.

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  • Ben McCormack
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    +1

    Here's my use case:

    I recently started doing an analysis where I wanted to understand where our customers came from. I have all of the data ready to go and I made custom fields to pipe the data into Zendesk. Then I discovered I can't update old closed tickets :(

    We even have a process for piping our Zendesk data into a MySQL instance, so I was hoping to be able to lean on this process to write SQL queries against the data. However, because I can't update closed tickets, I'll have to create a table separate from my usual tables to do the analysis. Doable, but a pain.

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  • tom
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    Oh wow they do listen really hope this is implemented sooner rather than later!

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  • Brian
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    +1 here, surprised this hasn't been touched since 2010. admins should have this ability to fix data issues

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  • Nicole - Community Manager
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    Hey Scott - 

    The last thing we heard from the product team on this topic was that they were looking into the feasibility of this functionality, and that was in early August. I'm going to be checking in with them shortly for updates on several things, and this is one of the threads I've flagged to make sure that we update. 

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  • Rotem Carmely
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    +1 on this request

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  • Baxter Robb
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    +1

    Here's my use case:

    I would love to be able to mass change custom fields on closed tickets with certain tags. I am deep into some productivity reporting using tags as a way to track certain tickets. Reporting on tags is difficult, especially with some of the custom metrics I have built. Reporting on custom fields is much easier and I would love to be able to change/add custom fields on closed tickets using an automation.

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  • Chad
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    To add to the reasons why this would be valuable, our company first started using zendesk something like 4 years ago. We’ve grown up quite a bit since then and have a much greater understanding of ZD and how useful the reporting can be. I imagine many other companies are in a similar boat, and although we’re planning on making large changes to take better advantage of our ticket data, it would be incredibly helpful to go through and update all of our archived tickets as well.

    Not many start using zendesk with the foresight of the future of their business, so inevitably older tickets will not be “up to code”. Once we make our large-scale changes to how we report things it will unsync with our old tickets making them almost useless to look at.

    We hope to pipe all of our data into a SQL database and can edit from there, but as mentioned by someone previously that will be very cumbersome. Would love to have this feature even if it were barebones.

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  • Nicole - Community Manager
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    thanks for the detailed feedback, Chad.

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  • Kathryn Castle
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    +1

    My request is broader - as an admin, I would like the ability to edit more aspects of closed tickets. Our use cases is that we programmatically created Organizations and realised at one point that some duplicated had been created. We now wish to delete the duplicate Orgs and move all tickets to the remaining (correct) Organization so that our reporting is correct. Because closed tickets cannot be modified, even via the API, this is impossible.

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  • Nicole - Community Manager
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    Thanks for the feedback, Kathryn. Allowing for any kind of changes or re-opening of closed tickets is a major undertaking, as it is very complicated and impacts the way data is stored and archived. However, I know that the Product team is evaluating the feasibility of it because of all the requests we've received. I don't know how soon we'll have an update on it, but we appreciate hearing from you! 

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  • Davis Whitehead
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    +1

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  • Neil Lillemark
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    Although tagging can provide some relief, there are still fields that agents forget to fill in sometimes, and it's frustrating from a data collection standpoint to be unable to modify that data inside the system.  I still think that granting Admin's the right to change custom-field data after a closure should be available so that our data summary reporting can be made more accurate.

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