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

260 Comments

  • Neil Lillemark
    Comment actions Permalink

    Nicole:

    I'm happy to hear that the goal is to get this fixed in the next 10 weeks.

    FYI - It might help if there was some forum available where you could list the targeted/prioritized changes that are taking priority over this "for more customers", because what we see on our side are lots of NEW features being announced regularly based on guesses for creating additional revenues rather than changes affecting every-day usage for existing customers like this issue. (It's a common problem in Software unfortunately).

    Clearly this problem won't show up for someone before they purchase, only something you run into after using the product for awhile and start to consider metrics.  It's natural that PMs will be driven towards expanding the customer base, but "taking care of customers" is the flag Zendesk likes to hold up, and in this case, these recent comments are simply trying to reflect the frustration that this change needs to be taking as long as it has.

    Neil

    1
  • Dan Ross
    Comment actions Permalink

    Neil,

    I don't think there was a commitment from Zendesk to have this fixed in the next 10 weeks.  All that was said is that it would be investigated by the product team next quarter.

    Investigation isn't a fix. Investigation also doesn't guarantee there will be a change. All it means is that it'll get looked at, maybe they'll do something, maybe they won't. The outcome will depend on a lot of information that we, as users, don't have. All we can do is express what the change would mean to us. It seems now like Zendesk is listening to the community, something that, IMO, has been improving in the last year or so. (thanks Nicole & Jessie!)

    It's good news that they're finally looking at it, but I imagine that a change this deep in the core functionality of Zendesk means that we're not going to see this anytime soon. There would be a large amount of investigation, planning, scoping, development and testing before we ever get our hands on a feature like this one. In fact, I'd be worried if a delivery in 10 weeks was promised, as it would indicate to me that perhaps the changes weren't as well thought out as they should be. 

    I'm looking forward to more communication from the Product group at Zendesk like Nicole mentioned when this investigation process ramps up. I truly believe that our continued growth with Zendesk is linked to resolving this issue, as we're currently trapped in legacy tag purgatory for our reporting and analytics, as it seems many other users in this thread are. 

     

     

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for jumping in Dan. That's a very accurate summary. 

    Neil, Dan is correct, that the product team has indicated that they'll start investigating sometime in Q3. We don't know for certain what those investigations will determine. But they are aware and trying to find a solution to the problems exposed in this thread. 

    As stated in the guidelines for the Product Feedback topic, all ETAs - when given - come with the caveat that timelines often change and none of this is a firm commitment. We are, however, trying to be as transparent as we can to keep our customers in the loop. 

    With regard to your comment about prioritized changes, this is the forum where we do that. We're very aware that it doesn't work well for that purpose, and you'll see some significant changes coming to the community as a whole and the way we conduct Product Feedback conversations in particular. If you'd like to provide feedback on what changes we could make to the Help Center to make it a better resource, we'd love to hear your thoughts here: 

    Share your ideas for improvements to the Zendesk Community

    We get a LOT of feedback from users in tickets as well as the conversations our customers have with their Account Execs, Success reps, or via the interviews conducted by Voice of the Customer. The Community is just one of many data points, and sometimes features that are highly requested in the community are not highly requested any where else. Sometimes there's something we really want to build or think would be cool, but it gets interrupted for more pressing things - an example of this would be having to scrap a bunch of things/push them further down the list in order to build GDPR compliance functionality when that became something we HAD to build for. 

    Would it be helpful for us to aggregate all of the community threads where users have requested something that we did build? I could probably make that happen in short order if that visibility would be useful. 

    1
  • Neil Lillemark
    Comment actions Permalink

    ok - I guess I was just getting a little ahead of myself.

    Offering a "roadmap" page that lists which features are being worked on and their ETA for completion would be useful for a SaaS product like Zendesk.  Your GDPR example is a good point on how priorities change - I understand that such things happen, but I still feel that "fixing" things tends to fall after "building cool stuff" too often with software in general, since "cool" is relative.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Neil, 

    Thanks for that feedback. 

    0
  • Shane Pinnell
    Comment actions Permalink

    While this has been an ongoing annoyance with Zendesk for years for me, at this point I would happy with just being able to curate the autopopulate list of tags. That would help alleviate the random junk people add. And yes, I know there is a tool like "Tag Locker", but that doesn't work on mobile for us.

    1
  • Chris Mann
    Comment actions Permalink

    +1

    0
  • Sebastiaan Cools
    Comment actions Permalink

    +1

    0
  • Greg Lange
    Comment actions Permalink

    +1

     

    Need to be able to change the Organization for a ticket to handle problem where it was originally created under the wrong org.

    0
  • Craig Stoss
    Comment actions Permalink

    +1

    I put in place a new custom field as part of a new process and the use case is I want to backfill some data in that field using the API so I can get a better baseline for metrics purposes.

    0
  • tom
    Comment actions Permalink

    Amazing I just checked, I made a comment over a year ago on this and nothing changed. Anyway this is my last month with zendesk and switching to an alternative support platform - guess what you can edit tags on closed(archived) tickets. Don’t get me wrong this wasn’t the only reason I moved over but the general trend I am seeing is that zendesk is purely placed for multinational companies with robotic-like customer service employees. They really don’t care for anyone else or want to implement any changes that would help, it’s perfect the way it is.... This, I imagine, is why there are so many new support platforms entering the space, start shopping around and you will find a better fit and a for a better price

    5
  • Chris Johnson
    Comment actions Permalink

    @ tom. Just out of curiosity, what system are you going to?  I really need a solution that allows me to  control what's in my tickets.  I don't have faith zendesk intends to actually do anything about this.

    3
  • Yazmin W.
    Comment actions Permalink

    @tom - I'm interested as well. Thanks.

    1
  • Kamal Chahine
    Comment actions Permalink

    @tom I am also interested in what system you plan on moving to?

    1
  • Mustafa Deliveli
    Comment actions Permalink

    @tom me too.

    0
  • Frank Roberts
    Comment actions Permalink

    If the ticket had a field named editable with a Y/N and this was only exposed via the API, we could switch the flag from N to Y and make the changes to the closed tickets and flip the editable switch back to N. In my use case, I wouldn't want to this exposed to the end users or agents. 

    1
  • Dan Ross
    Comment actions Permalink

    Instead of needing to do this per ticket and make a bunch of extra API calls, I'd have it be a role-based permission. Admins could edit any tickets, for example, or if you made a custom QA role, they'd have the permissions to do the same. Regular end users or agents would not be able to.

     

    My 0.02.

    1
  • Irith Williams
    Comment actions Permalink

    @Nicole I appreciate your constructive approach to this... but can I just point out the irony that what you are suggesting

    Would it be helpful for us to aggregate all of the community threads where users have requested something that we did build? I could probably make that happen in short order if that visibility would be useful. 


    ...Is exactly the functionality your ZenDesk customers are asking for in this feature request... and apparently have consistently been denied. We want to be able to tag and edit tags on closed tickets so that we can perform exactly this type of query and analysis.

    We are currently reviewing ZenDesk with a view to purchasing a support system. I will be lobbying hard to find an alternative product that allows us to tag closed tickets.

    1
  • Andrew J
    Comment actions Permalink

    @Irith, just to clarify. 'Community Threads' are not the same as closed tickets. 

    Nicole is talking about the discussion posts/forums such as this one, they operate entirely differently to Zendesk support tickets.  Thus she is not offering the same functionality as customers are requesting... or anything close, except in that we're talking about a way to group things - but different things.

    0
  • Irith Williams
    Comment actions Permalink

    @Andrew I appreciate that community threads are not the same thing as closed tickets. 

    My observation is that the behaviours are essentially the same. Wanting to query an historical dataset to assign attributes and then organise based on those attributes.

    Nicole wants to query a dataset (community threads) > to identify an attribute (feature request that has been built) > to gain insight into a pattern   (user requests against feature build)

    That is what tagging gives to tickets, to assume tagging is no longer relevant after a ticket is closed is not supported by user behaviour (it has been a feature request for at least 10 years.) So I want to perform exactly the same sort of analysis that Nicole is offering, but I need to be able to retrospectively assign attributes to tickets (tag) in order to perform this analysis. This makes sense, as organisations might have questions that evolve over time (like Nicole offering this new way of querying the data) so with new questions comes the need to assign new tags.....

    On further inspection it seems to me that there are a bunch of 3rd party apps that integrate with ZenDesk to offer this type of data query ...

    0
  • Imbi Joy
    Comment actions Permalink

    +1 For this capability.

     

    Current use case for my company is that the account manager associated with a customer changes periodically. We have tags associated with the account manager's name, with the tags we create views based on the account manager's name so they can easily see any tickets associated with their customers. This causes a problem for closed tickets as the tags are not updated. Also, my support group has recently re-vamped the naming and options for a few tickets fields that would be great to update in closed tickets as well. This aids in a more comprehensive and complete ticket analysis when exporting data via Reporting/GoodData (e.g. someone looking over the GoodData spreadsheet doesn't need to know that in 2017 and earlier the 'product area' ABC synchronization existed but in 2018 it was renamed to XYZ synchronization, we want to change ABC text to XYZ).

    0
  • Support Admin
    Comment actions Permalink

    +1 need to be able to edit closed tickets' organization for our retroactive reporting purposes, especially after we update/sync organizations between our database and Zendesk

    0
  • Craig Willis
    Comment actions Permalink

    +1

    My issue is one of customer privacy.  We allow select users of our customers view all cases submitted by there organization.  However, some tickets we closed while the agent was list against that organization, so now, our customer can see some cases from another customer.

    I've submitted a case to get this addressed and this is a real privacy concern for me now.

    Craig

    0
  • Blair Bethwaite
    Comment actions Permalink

    +1. This is so basic I struggle to see what the fuss is and why it wasn't done years ago. I'd also challenge the notion that it's such core functionality that it is hard to change - if this is true then there are some serious design and architecture problems under the hood.

    @Nicole, any updates on progress here. Did the team end up reviewing this in Q3 as previously intended?

    0
  • Bill Cicchetti
    Comment actions Permalink

    Another case in point.  there is a known issue with using the canned CSAT functionality will auto-generate a Rating of BAD even when the client does not respond to the embedded survey

    We now have CLOSED tickets that have a rating of BAD and effecting our CSAT scores.  We should have some control over our Closed tickets. 

    0
  • Chad Kocherhans
    Comment actions Permalink

    +1

    We need to add tags to closed tickets for crucial reporting purposes.

    0
  • Andrew Goetz
    Comment actions Permalink

    +1 

    Not that I am expecting my request help move this functionality forward (so sad to upvote a 10 year old feature request)

    0
  • James Pullman
    Comment actions Permalink

    10 years? Is this seriously not done in 10 years? This can't be real?

     

    +1 to say the least

    1
  • Roteml
    Comment actions Permalink

    Been active watcher on this thread for 2 years now, I can finally say I need this to be changed as well if someone in the Product team of ZD is even aware of this anymore.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Rotemi - 

    The product team is aware, and as indicated in my last comment, have been exploring what would be involved with making these changes and when would be a realistic time to put that into a roadmap. They have not yet slated a timeline, but this is something that they're actively looking into. 

     

    0

Post is closed for comments.

Powered by Zendesk