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Allow ability to reopen closed ticket

There are times that a closed ticket needs to be reopened and reevaluated. There should be a way to do this in Zendesk. I'm sure it's just a matter of updating 1 field in your database for that ticket's record.

162 comments

  • 1

    I have also run into cases where this would be helpful.

  • 1

    How is it that this is not already in Zendesk?  Why on earth would you ever want to prevent anyone from reopening a ticket?

  • 1

    Just ran into the problem? Not efficient to have to recreate a ticket (it doesn't send a message to the user). Any progress being able to do it?

  • 1

    This is actually a serious enough bug that it makes me look for other ticketing systems. I don't mind that the tickets "close" after 30 days, I just don't like that I myself can't even reopen a ticket. Marking everything as "pending" is inaccurate. An example of this is maybe we find a solution to a bug we thought was not solvable and we want to email a customer more than 30 days later to tell them. Right now there is ABSOLUTELY NO WAY to email this customer from zendesk - I literally have to email the customer directly. Not ideal.

  • 1

    This actually annoys me. I've just went back to look at a request I had from a client a while back and I want to add more information to his ticket, but I can't as it's closed. I can't reopen it... I can't reassign it a new ticket number... I can't do anything with it. All I can do is create a new ticket, which seperates out a single issue into 2 tickets. Why so strict, zendesk?

  • 1

    We also use Zendesk to handle our support needs, and would find the re-open functionality useful.

    An alternative work flow is to create a new ticket representing the closed ticket. This is a little cumbersome and would likely incur a greater performance hit that re-opening the closed ticket.

  • 0

    I agree, this absolute, undoable closure policy is a barrier to providing the best support to customers.

  • 1

    Another aspect of the total inability to do anything with a closed ticket is that if an end user e-mails a reply to one, the user gets a bounce message and we do not know that the user needs more help unless and until the user figures out what the message means. I think this is a disastrous way to treat customers. I'm not suggesting that that end users necessarily should be able to re-open closed tickets, but at a minimum, an e-mail reply to a closed ticket should create a new ticket.

  • 1

    Thanks for your comments everybody. Email updates for closed tickets will result in new tickets after our next update.

  • 1

    Morten,

    I think that you have missed the point. We do not want new tickets being opened. We want to be able to reopen closed tickets. There's no sense opening a separate ticket if it's the same issue as the first ticket. That makes it much more complicated to see the history of the issue. We need to be able to repoen a closed ticket. It's not that hard. The ticket is still in your database. Please provide a solution for us that does NOT open a new ticket.

    Luke Brookhart

  • 1

    Morten, I'm glad theres some development on this. In your proposed solution, how would I know the user had replied to a closed ticket and hadn't just created a new one themselves? Would the new ticket have an opening comment that referred to the old ticket number? ... Or, to get around this, couldn't we just reopen a closed ticket? Is there a reason Zendesk don't want to reopen closed tickets? Thanks!

  • 1

    There really are two different issues concerning closed tickets here. 1) When an agent knows of a need to re-open a closed ticket, they should be able to do it, but it's unclear whether this will be allowed in the future. 2) When an end user replies to a closed ticket by e-mail, it's essential that the message get through instead of bouncing as it does now, and it seems that this will be the case soon. When a user does this, it would be great for the agent or admin to be able to choose whether to re-open the closed ticket or create a new one, but automatically creating a new ticket would be enough for me as a response to this type of user e-mail. I am assuming that the e-mail subject line would be preserved. The message must have the old ticket number or the system would not recognize it as a reply to a closed ticket to begin with. Having the old number would allow me look up the ticket (and, if issue 1 is addressed, re-open it and merge the tickets if appropriate.)

  • 1

    Just wanted to add my 2c: I agree completely with Arnie's comments.  Especially the ability for an agent to reopen a closed ticket is really essential.

  • 1

    I have just had this problem, customer was not happy. Ticket was merged in-correctly which resulted in the ticket being closed, Had to start all over again. This is a big problem for us.

  • -3

    While I'm not here to offer any cake, sorry guys, I can give some feedback on the points raised so far.

    @Luke: The ticket is referenced before the comment has begun from the end-user, this link is clickable. I'm afraid it's not as simple as you think to completely re-work the architecture of Zendesk, but does not mean it's outside the realms of possibility or means we can't reach a solution at some point.

    @Alan Wilson: There is a line added at the top of the ticket, clearly separated from the comment made by the end-user. See above :)

    @Arnie: Totally agree on point 2 - and that's now changed as soon as we realised we were making it harder to get support, which is totally not what we're about. Email Subject would indeed be preserved, and you're able to edit the subject line (if you have that option available). The old number is referenced in the ticket.

    On point 1, what would be the clear use case for this, that couldn't be done anyway if it were a new ticket referencing the otherwise closed ticket?

    @Alan Trombla: We'd love to know exactly why it's essential to the workings of your helpdesk, and how it prevents you from otherwise providing support to that end-user

    @Steve: While that's very unfortunate, there's warnings of what will happen with what ticket during the merge process - if you have any suggestions on how to improve that process I would more than welcome it, if you could pop it into a new post that'd be great.

    --

    Guys, I appreciate this is a pretty hot and sensitive topic, I'm not trying to antagonize anyone, but simply understand everything fully and get the opinions and arguments of all.

    _Jake Holman
    _Zendesk Support

  • 2

    Hey Jake,

    To carify, since my prev comment, email updates to closed tickets result in a new ticket.  This is a huge improvement over a bounce/error, and as a result we

    ve started closing tickets again.  But just in general, we have many situations where users do not explicitly OK the closing of a ticket, but we mark them solved, then closed, because the issue seems resolved and the user is not perstering us about it.  Of course we may be mistaken and when the user gets back from vacation they're going to tell us that the issue is not resolved at all.  In that instance (where the user is probably already annoyed) to be confronted with a closed ticket that cannot be reopened is I think really bad customer relations.  Since most of our interaction happens over email, the automatic creation of a new ticket is good, but does the new ticket contain the history of the old ticket in that case ?  If not, I think that's a problem.  Also it does not address the case of the user coming back to the web interface and finding a closed ticket.

    Thanks for listening,

    Alan

  • 1

    Alan's remarks nicely cover what I would have written in response to Jake's query about my point 1, and I also agree that the revised handling of e-mail updates to closed tickets is a big help. Thanks, Alan and Jake.

  • 1

    This whole thing is crazy.  Zendesk: just make it so tickets can be reopened.  I don't really care about why you did what you did or how difficult it is to "re-work".  No one from Zendesk or the general public has yet to give a good reason why you can't do what should be a very basic task.  I'm not trying to antagonize anyone either but everyone, Zendesk included, seems to be in agreement that this is something that should be possible. 

  • 2

    Reading this thread, it does seem like a case of "technical difficulty" winning out over usability. It's clear that the only people who don't want this feature are the programmers who have to figure out how to make it work. I'm not saying that's a bad thing, I just think it's important to realize. All other support systems that I know of allow the re-opening of existing tickets, so it's also not the case that it's an impossible task.

    I have threads with some of my customers over 5 tickets deep - there is no way I can tell to reference old tickets, so my customer service manager needs to search on email addresses or keywords every time to get the full history.

  • 1

    +1 ... If this is really a 'performance' issue, give me a mailing address and I'll send you an iodrive for our server - Will 95,000 read iops will allow me to re-open a ticket?

  • 0

    @Jake,

        Rather than starting from the position of defending the current functionality, pretend the current functionality doesn't exist, please provide us a business/use case for making it impossible to re-open a closed ticket..

     

    explain why this is a good feature, remotely intuitive, or consistent with "Loving our helpdesk" ?

  • 0

    Hi all,

    Thanks to all those who replied with constructive and fair feedback. Essentially, this is something we want to look at improving, but it's not going to be coming immediately. There's some significant design, process and back-end challenges this represents and to combat them we need to put the time in to ensure to negative repercussions (i.e. horrific performance issues) come as a result of any changes.

    We're probably looking at a late Q4 update, but there's no telling (at this stage) what might delay us. Thanks again to everyone for their feedback, we have been more than listening!

    Jake Holman
    Zendesk Support 

  • 1

    That's great Jake!

    Just to be sure, do you mean Q4 fiscal or calendar year?

     

    /Jonas

  • 1

    Looking forward to this essential feature being added.

  • 0

    @Jonas: The Calendar Year. I'm not allowed to touch the monies.

    _Jake Holman
    _Zendesk

  • 1

    Please. Adding my +1 here. I am at the merci of the agents correctly closing a ticket. If they don't correctly close a ticket I have to open a new one and lose the history from the original.

    If I could even just "merge" a new ticket with a closed one I would be happy.

  • 0

    C'mon now, no more +1 stuff, we have a vote button!

    Jake Holman
    Zendesk 

  • 1

    Hey! Was that there a few hours ago? That's cool. :)

  • 1

    Just to clarify - 3rd bullet on list of Zendesk inborn ticket rules is separate functionality than what we have been discussing here?

    https://support.zendesk.com/forums/3199/entries/4654

    "If a ticket's status is set to Pending or Solved, and requester performs an update, status is changed back to Open"

    Please help confirm/clarify.  Thanks!

  • 0

    @Vi: Yeah, different things. Closed is a status reached after n amount of time after a human has manually set the status to Solved, something called an "Automation" is run on Solved tickets, causing them to become Closed.

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