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Feature Request - Ability to edit closed tickets

Completed


Posted Sep 06, 2019

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks


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150 comments

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Gaurav Parbat

Zendesk Product Manager

--Posting as a comment on the thread as well---

Hello Everyone,

Happy Friday! I have some updates. We have made the necessary platform and data layer changes needed to support editing closed tickets and can now move to the next phase. We will potentially plan an EAP later in Q3 -2023 with a small number of customers and partners and I would like to invite everyone to share their ideas and feedback, either through research or by participating in the EAP.  This form has more details. https://forms.gle/vJF9QXNMTmvxELjRA
Thank you for your patience. Please leave your comments in the form or on this thread. My team and I will actively monitor both channels. 

Kind regards,

Gaurav Parbat

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Dan R.

Zendesk LuminaryCommunity Moderator

Hi Gaurav Parbat

Thank you for coming back to the community with an update, glad to see such positive news! I've just filled out the survey. 

I would happily volunteer to participate in the EAP. I've been waiting for this functionality every day in my almost 10 years of working with Zendesk, I'd be very very eager to help provide feedback!

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Carlota Bergillos

Zendesk Luminary

Just filled the form for the EAP - any updates on this? 

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Hi Gaurav Parbat,

It's been a few months and we've not seen any updates in regards to this EAP.

Can you provide any updates on when the EAP will be rolled out to customers who signed up?

Thanks

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Rob Lees, totally agree.
Would like to get this feature ASAP :-)!

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Gaurav Parbat - Are there any updates on timelines for this? 

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Dane Corley

Zendesk Product Manager

Hi Everyone!

I'd like to start off by quickly introducing myself.  My name is Dane Corley and I'm a new Product Manager here at Zendesk and I'll be helping Gaurav with this feature.  I'd like to apologize for the delay in getting you updated information about this feature while I've been getting up to speed.
 
I would also like to provide a few details and timelines as well. The feature will initially allow for administrators to update closed Tickets in two ways.
  1. Via the Agent Dashboard administrators will be able to edit the Tags associated with a Ticket
  2. Using Zendesk's API, Tags can be updated in bulk using the update_many endpoint
 
This will be released as a beta that is planned to begin near the end of Q1 2024.  Within the next month I will be posting a beta signup form in this space.
 
Thank you for your time and patience.  I look forward to working with you all.
 
Best,
-Dane Corley 

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Hi Dane,

This is tremendous news. Really excited to finally see this feature come into play. 

Can I ask - if Tags will be editable on a Ticket, will this effectively mean we can change the Ticket Fields?

Long term, I would ideally love to see the ability to change a Tickets Form, but this sounds like a great stepping stone.

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Editing tags is all we need here. Looking forward to signing up for the Beta.

 

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Hi Dane!

 

Will we be able to edit the status of the closed tickets? Or any other fields? My main concern is that if someone chose the wrong choice in a field, as soon as it's closed automatically by Zendesk, I'm stuck with tickets in a view where their shouldn't be....

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Hi Dane!

When will it be possible to edit ticket fields with this feature in the future?

This is the main issue we are have here, tickets with incorrect brands, group assigned and forms, directly affecting the metrics extracted in Explore.

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That's good news, I'm glad y'all were listening. With that said, I hope editing tags isn't the whole of it as that would have pretty limited value for a lot of us.

Dane Corley if Tags will be editable on closed tickets, does that mean that we will be able to edit other ticket field values on closed tickets by virtue of the updated tags using automation or the like?

In addition, is this a first step in more field editing for closed tickets or the entire solution? It's a good start but I hope that this is step one before expanding to more fields (whether directly or via API).

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Hi Dane,

honestly it's far from our request.

We need to be able to update the object of the tickets. We were assured that this would be implemented by December 2022, after 1 year no mention about this point, quite disappointing!

We need to update the object for privacy reason since it can contain the name of the final customer.

In case you're definitely not working on this issue, please inform us so we think about a different solution (any suggestion will be welcomed).

If vice versa you're still planning to realize it, please could you provide the timing?

Thank you in advance to CLARIFY,

Franca

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Dan R.

Zendesk LuminaryCommunity Moderator

Hey Dane Corley

Thanks for the update. Quick question, when you wrote that updates could be done

"Via the Agent Dashboard administrators will be able to edit the Tags associated with a Ticket"

Did you mean via the Agent Workspace? Like, just open a closed ticket in the agent UI like any other ticket and then edit it?

If not, could you provide some more details on this point if you have any? Can't wait to sign up when the beta opens.

Thanks!

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Dane Corley Gaurav Parbat - will we get the ability to update end-user details as well as it otherwise leads to incorrect reporting and we cant use explore.

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Mark Leci

Zendesk Luminary

On the permissions side, is the plan to make a separate permission for this? There are multiple things that can only be done by an administrator, which means we effectively have to have one person who is responsible for all those things or we risk violating the principle of least privilege by granting full admin rights to other users (in this case, most likely our support team leads would be the ones most likely to want to make changes to ticket tags to clean up reporting, and we definitely don't want to make all of them admins)

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Dane Corley

Zendesk Product Manager

Thank you everyone for the feedback you've already provided.  I wanted to provide a quick bit of general information and provide a bit more clarity about this beta and what's to come.

This is our first step in creating this much requested functionality.  While this initial feature provides value to some, I acknowledge that this in no way fulfills all of the use cases that have been communicated to us.  In the very short time I've been at Zendesk it's already become quite evident the extensive breadth and passion this community has for the need to be able to modify tickets in this fashion.  Knowing that, I hope you all will continue to communicate with me as we continue to incrementally build out this feature in an intelligent fashion, as this will serve as a primary driver for how we determine where to move next.
 
There are a lot of pertinent questions and concerns that have been raised since my initial post.  As soon as a community page is created for this beta, I will post a FAQ that hopefully answers many of these items as well as provide a space for longer conversations.
 
Best,
-Dane Corley
 

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+1

We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause  but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.

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Editing tags on Closed tickets would be FANTASTIC! 

Where can I sign our team up for the beta Dane Corley?

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Hi! Is there an update on the progress of this? We are interested in having the ability to edit closed tickets as well. It tends to be an issue when it comes to reporting metrics especially if a closed ticket is missing key fields. We also have integrations set up with Zendesk and when a customer circles back/comments on a closed ticket - it causes an error in our workflow.

We have a Zapier integration set up for Slack -> Zendesk. I am curious if anyone here uses Zapier integrations with Zendesk and if they have found a workaround solution to their Zapier workflows halting because the ticket found was closed? 

 

 

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Mark Leci

Zendesk Luminary

It might not be a popular opinion but from what I've read a lot of the reasons people are asking for this option come down to not understanding the zendesk system or not managing tickets properly. That's not to say there are no valid reasons to edit closed tickets, but I strongly suspect that just being able to edit closed tickets is not going to solve some of these problems for people because they are process issues and not flaws in the application. I recommend that we really look for any possible other solutions before assuming editing closed tickets is the best fix.

If it helps anyone, we've set up a number of required fields so that tickets can't be closed without those fields present. If a ticket is closed without a field we want being populated (for example by an end user) we flag that ticket and it doesn't auto close (we do this using triggers and changing the auto close automation). So we don't need to edit the closed tickets really.

We do also use zapier with zendesk pretty heavily. In most cases we have the zaps set up to stop if the ticket is closed (because it can't be edited at that point). In some cases depending on the zap we filter out the closed tickets so it wouldn't even try to update zendesk. I would say this can be managed without too much trouble.

Please feel free to message me directly if you want further info on how I'm managing these things.

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Mark Leci, unfortunately, the required fields option doesn't help if something wrong is accidentally entered. In addition, Zendesk is unfortunately not that smart yet and an automatic or trigger that closes a ticket ignores the Required fields option. Of course, various tags, triggers, etc. can be used to close a ticket. However, mistakes can happen and having the option to change values afterwards makes your life much easier, especially when it comes to reporting.

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Dane Corley

Zendesk Product Manager

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We definitely need it, especially when it comes to fields and tags.
When I want to categorize my tickets that were closed only a few weeks ago, I can not do it. And this decreases the value I see especially in understanding the trends and reporting capabilities..

I am one of the huge fans of this feature request. I hope we will see it soon. Upvoted!

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Almost a year from the project manager's post, and I still can't edit closed tickets. Is there a launch date consumers can expect this rollout? 

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Is there any update on this please?

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Thanks Carlota Bergillos, I just found the link to this in another comment and signed up!

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Dane Corley

Zendesk Product Manager

This feature has been completed and is now GA!  Please find more documentation via this annoucnement.

https://support.zendesk.com/hc/en-us/articles/7900853687066-Announcing-the-ability-to-modify-closed-tickets

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Dane Corley when will we be able to edit custom fields? 

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