Feature Request - Ability to edit closed tickets


  • Billie Harland
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    This is a serious product gap and undermines what limited value Zendesk has for reporting on ticket trends or historical support engagement (especially using outside systems). I see that post '203421476' has had it's comments blocked, is Zendesk product not engaging on this any further?

    I understand that new features close new deals but having a pretty substantial amount of tickets synced to the wrong orgs seriously compromises ticket history/trend reporting. Without the ability to fix those as an admin by changing the orgs on the closed tickets, our only options are to ask you (which appears fruitless) or start scoping other tools.

    Using Zendesk as part of a holistic approach to engagement is not optional, please reconsider abandoning the idea of admins being allowed to administrate their ticket data (i.e. edit basic fields on closed tickets).

  • Florian W.
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    I fully agree with Billies post.

    We also need the possibility to edit tickets that are closed.

    Especially changes like changing the organization if it was not assigned correctly.

    Maybe Zendesk could implement it for Enterprise customers only so they might have a $$$$ plus for more people changing to enterprise?!


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