Add or Edit Tags on Closed tickets

I realize the ITIL importance of making closed tickets un-modifyable, as a system of record.  But, as a part of post analysis and reporting on hundreds of past closed tickets, mining for patterns of support issues, etc., I would like to be able to add and edit the tags on long closed tickets.  For example, if I have an epiphany and want to do something in my Zendesk to help me with something like, "Wow, we sure seem to have been fielding a bunch of upgrade issues with our installed customers over the past 3 months.  I think I'll go try to tally those tickets into some kind of category..." ...just as an example.  It seems that post tagging might do the trick.

Any thoughts / opinions?



  • Official comment

    Hey everyone,

    I won't beat around the bush on this one: there are still no plans to allow re-opening or editing of closed tickets. Our stance on this request has not changed. This will remain marked as "Not Planned".

    We obviously still welcome feedback here, particularly around why you need to do this. I appreciate many of you have already done this. 

    Whilst the re-opening or editing of closed tickets is not something we plan on doing, we may be able to find solutions to problems you're having as a result of not being able to do this. That is why we'll always ask "why?", sometimes repetitively and annoyingly, to any feature request.

  • 4

    I must add +1 to this request here. When we started working with Zendesk, I really did not urge support people to start tagging tickets because "we would know better how to do it after 100th ticket or so". Now I would like to go through all tickets (about ~150 of them) and tag them but some of them are closed and I cannot edit the information. Any good practices in such case?

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    Me too. We're just getting our act together with tags and topics, and it would be nice to be able to go back in time and tag old tickets and/or turn them into forum topics via the standard interface.

    Priority: Nice to have

  • 0

    Hey guys,

    Thanks for the feedback.  We've a similar discussion "Allow ability to reopen closed ticket" in https://support.zendesk.com/forums/1848/entries/57109, and I'm not sure what the team thinks about allowing the ability to edit closed tickets (even thou this is just asking for tags and not re-open).  Let me bring this up to them and see if they'd consider this.  I'll keep you guys updated.



    Zendesk Support

  • 1

    It would be nice at least to simply purge an entire tag in one swoop. We are finally tryign to levage tags but now I have tons of irrelevant automated tags that are getting in the way...

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    I'm also running into the issue where I need to add tags to older closed tickets.  As an example, over the last several months I've had several users report issues with their LCD laptop monitors.  As each issue came into the help desk I tagged them with different tags, but then after a few months I recognized a common trend in these tickets and wanted to go back and tag all the related tickets with a "lcd_lamp" tag.  I need the ability to do this so I can keep a running list of how many tickets I've had that were related to the LCD lamp problem.  I wasn't able to do this because some of the tickets were already closed.

  • -5

    Sorry guys, there is simply no plans to allow closed tickets to be edited. This includes tags. 

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    Seems like kind of a silly policy, since they are our customers' tickets in our service desk, as an end-user company.  I can't imagine it's a huge engineering issue since closed is just a state of a ticket which would otherwise be editable, so it is just a storage or policy thing. Could make it just available to admins.

    This handicaps our ability to have better historical reporting and to add value to past experiences. This also prohibits the benefits of Zendesk feature additions to be extended backward. Also would be useful in cases of employee turnover, since it seems you cannot change the primary email of an account.

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    If you dear buddhas at Zendesk say that you are not going to do it, maybe you could at least give a hand to solve the problem or hints to good practices in such cases?

    To state it again - I do not want to "add or edit tags on closed tickets" specifically (though it seems to be most reasonable thing to do with the tool in hand.). I want to work and postprocess the closed tickets to get more value out of Zendesk.

    Sounds reasonable?

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    I agree, we have been using Zendesk since April 2010 and after 'Living' with our inital setup and configuration, our agents have provided valuable feedback on our setup and we have introduced new groupings and new custom fields. 

    We are looking for a way to update past tickets with the new field data to allow us to analyze the tickets using the new suggestions.  We are unable to update any closed tickets and therefor the ongoing analysis is invalid until we have a way to update the closed tickets.


    Is there any other way to update closed tickets in bulk to allow us to update these new or existing fields?

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    Zendesk Support,

    Since it doesn't look like this option is going to be available anytime soon (ever?), would it be possible to at least rename the existing tags under Manage > Tags?



  • 1

    Here's my business case for needing the ability to modify tags on closed tickets.  I personally don't care if this can be done within Zendesk, or somehow accomplished through flexibility in reporting the data (even if that's needing to use Gooddata - which I currently haven't figured out how to solve this yet using Gooddata).  I just simply NEED a solution, in order to support the reporting needs to my customers.

    The dilemma: Customer wants to see all tickets associated with a given product.  The products are tracked via tags in Zendesk.  Unfortunately, those tags may be entered in tickets differently by either our agents or Zendesk automatically (since I have auto tagging enabled).  This results in tags that need to be cleaned up and consolidated, specifically from closed tickets.

    The workaround: Export all ticket data and use Excel to manually modify field or tag content.  This workaround doesn't solve the problem of providing customers with up-to-date reports via Gooddata, which is what I'd like to have.  Instead, the best I can do is to manually build Excel reports and provide to customers.

    The solution: If I could at least add new tags to existing closed tickets without having to open a "follow-up" ticket, or modify newly added field values that didn't exist before...then I could create a "clean" customer report via Gooddata.

    Please don't tell me that Closed tickets can't be modified...because anyone can see and test this for themselves that proves otherwise.  Simply create a new ticket field under Manage -> Ticket Fields.  Any new fields added will then show up with blank values for all closed tickets.  Wouldn't it be nice to let us at least set the value of a new field for a closed ticket?

    I don't think this approach would infringe on any ITIL or Zentopian vision of the future, since it's not changing any existing data, only adding new information to existing data.

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    Today is the day when I needed to finally go through the tickets of year and a half and knowing that Zendesk is not ready to make it work in the app itself, I decided to export it all and do the necessary work in Excel (which, of course, is a nuisance).

    But there is no way of exporting the comments. Or at least the first or the last one.

    Come on guys. I am really surprised that people at Zendesk are not a) understanding the problem and b) helping with any tools to do it outside Zendesk. I just cannot do what I need to do. And this is not a rocket surgery, is it?

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    I need to modify TAG to my old tickets to manage view by project.

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    Jake, while reading another feature request (reopening closed tickets) I saw that you are considering making closed tickets' tags editable or something.  You asked for cases where this would be helpful.  Here's mine.  Maybe you can migrate that discussion over here and change the status of this request.

    Our customers have the ability to change the name of their servers, which we manage.  They can create tickets from the server, which places the server name into the ticket.  We use the server name to look up support history for their servers via links from management forms on the server.  When they change the name of the server, it causes us to lose easy access to their old tickets.

    Today, I was searching for a way to go add the new name(s) to old tickets.  Tags would be fine if we could add them.

    Thanks for considering it.

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    Just need to be able to modify tags after a ticket is closed.  Otherwise, views are not easy to build as projects and tracking evolve.



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    Closed tickets needs to be editable in some way. Naff decision to not allow it :(

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    You most often realize only after the fact that there have been several tickets around a certain topic.

    Only by adding tags to already closed tickets, you're able to keep track of related tickets and take them into account in statistics.

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    I need the ability to reclassify closed tickets in order to provide client reports.  When there are issues with some of the classifications and there is no way to change them, what I am supposed to do?  This is necessary functionality which must be allowed by Zendesk

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    Yes, we need this too - and the ability to change Ticket Type

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    @Chris: While we may be able to do editing of tags further down the line, I'm afraid changing system fields such as ticket type will not be possible. 

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    @Jake: That's odd, in a few of our old Ticketing systems, changing the text of the ticket type was possible. In this case, I simply want to change the word Incident because our user's don't understand the difference between that and problem. Sounds like it should easily be possible - unless you've hard-coded the words somewhere ;-)

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    Hey Jake,

    Any update on the possibility of changing/editing/deleting tags on closed tickets? That's something we'd love to do...

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    +10. I upgraded to Enterprise so I could export data to CSV so I can do cleansing in Excel.

    My request is not to edit closed tickets. My request is to be able to do analysis on closed tickets.  I'd like to use existing fields, but I am sure there are plenty of ways to allow me to annotate so I can see statics/trends/distribution of issues.

    This is an opportunity for either Zendesk or a competitor.

  • 1

    Sleeping over this for some weeks, mayhaps this is a more compelling reason for you:

    1. Zendesk has that (very nice) auto-tagging feature, parsing and inheriting ticket tags from the textual content of a new ticket (when matching existing tags).
    2. After 1,000 tickets or so, you realize that it makes absolutely no sense to have each and every new ticket to be auto-tagged with common top keywords related to your successful business.  (In our case - shameless plug - that's "mollom" and "spam".)
    3. So you go ahead and remove those tags from all open tickets.
    4. Only to find out that new tickets are still getting tagged with those terms, because, you know, out of those 1,000 closed tickets, 999 have 'em, so they actually are the top tags that may match.  And after all, it surely and definitely makes sense to take tags of closed tickets into account, 'cos the topics of current tickets certainly vary over time.
    5. No matter how hard you try, the tags will re-appear.
    6. Stuck. ;)

    Obviously, you're going to consider plan B, "well, let's make a ticket tag blacklist then." — but even though that would resolve the sub-issue of auto-tagging new tickets, it's not necessarily and not really resolving the issue of having those tags appear in many other places, such as the nice little large tagcloud on the /tags page.

    To permanently and reliably remove unwanted tags, you want to remove them entirely.  And that inevitably means that the tags of closed issues need to be altered. :)

    Um.  Thanks for listening! ;)

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    I need to make sure my stats are accurate. Some times agents add the wrong tag etc. so at the end of the month i need to run through the list of tickets and remove the certain tags.

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    Are we having fun (editing tags on closed tickets) yet?

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