Feature Request - Ability to edit closed tickets

18 Comments

  • Official comment
    Gaurav Parbat
    Zendesk Product Manager

    Hi All,

    This is an important area for us to work on. Thanks for sharing your input. We have taken this feature request into consideration for our 2022 plan.

    Thanks,
    Gaurav Parbat

  • Billie Harland

    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).

    11
  • Florian W.

    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?!

    10
  • Wayne Smith

    This is a must

     

    7
  • Bill Anderson

    Agreed. We have numerous tickets incorrectly marked as Problems which skews historical analytics requiring us to always remember that the data is not accurate.  I fully realize that these should have been properly categorized upon creation, but I just started at this job a few weeks ago.  I didn't have eyes on the ticket creation process until now and have no way to correct the data my superiors are relying on me to provide.  This requires extra effort, explanations, conversations, and asterisks that could be completely avoided if I could only edit this one field on closed tickets.

    Further, it makes no sense that as an admin I can delete these tickets, but I cannot go back and correct them.

    5
  • Billie Harland

    The most absurd part is that this has been an issue for 12 YEARS:
    https://support.zendesk.com/hc/en-us/community/posts/203421476--Closed-for-comments-Add-or-Edit-Tags-on-Closed-tickets

    ... with hundreds of responses noting how important it is to be able to edit archived tickets. Despite that, Zendesk seems doggedly determined not to fix this product defect.

    3
  • Tom Shaddock

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

    Totally agree here with this point - its a bit of a nightmare you cannot assign an organisation to a user for a ticket that's already been marked closed, there's no ability to clean up any old data if the organisation wasn't assigned to a user at the time of ticket closure. This is resulting in wrong reporting metrics now sadly :(

    If the UI made this clear this is a restriction that would at least be a start - to me it just looked like a bug and took a little while to figure out what was going on here and why the organisations weren't being applied and why stuff was missing in the Explore reports.

    4
  • Menlo Security Inc.

    Agree with all of the above. We really need to be able to edit the organization on a closed ticket. We had tickets that were misassigned and we want to be able to correct this inaccuracy.

    3
  • Eckhard Doll

    Agreed! It's ridiculous that we are not allowed to edit our own content (it's our tickets and our customers after all).

    5
  • Justyna Pultowicz

    Also in need of this!

    Case: I am letting the team keep track on what tickets will need a KB article. This is done via a field in the form (Needs KB article, toggle on/off). I can then use this field on making reports for example as well in the Explore dashboard.
    Once tickets are closed, I can not modify this toggle any more to be off once an article has been written.
    Meaning I will need to now manually disable those tickets in my Explore dashboard so they are not shown up as still needing a KB article!

    2
  • Nazir Kabbani

    Workaround? create a automation the opens then solves tickets every 20 days so they never stay solved for 28 days until the cut off of your choosing (repeat 20 days automation many times?)

    -1
  • ibrahim Aqqad

    at least make this possible Via API. it should be straight forward to implement this via API

    3
  • Stephen Fleming

    Hi,

    This is increasingly becoming an issue, as we cannot redact data from Closed Tickets - in particular attachments on older tickets.

    I believe that at a minimum the API and Zendesk Admin should be able to modify a Closed ticket. Automations / Triggers should not fire on Closed tickets.

    I would love to see some feedback from Zendesk on why this feature isn't possible.

    2
  • Svetlozar Draganov

    Like other reporters, I just want to share this is needed for our company as well.

    There are a number of reasons to edit Closed tickets, for example, currently, we are optimizing the Tags and we need to remove some old Tags and replace them with an updated version. This is currently not possible to be done on Closed tickets and basically blocks us to move to the new Tags we want to. If we had an option to edit all Closed tickets this would be great.

    2
  • Inna Grynova

    A must-have feature. 
    There're way too many scenarios when a company needs to update some fields in closed chats in order to have clean data. Not to mention that we need managers to be able to fix mistakes agents were making while handling the chat. 

    We should be able to add internal notes for audit traces (regulatory requirements), update tags, change/add the fields etc.

    It's ok to not allow to reopen the ticket. But all other features should be available.

    2
  • Josef Prandstetter

    We also need this feature urgently for our workflows:
    We are a global software company and the support departments take any requests from customers and partners.
    Bugs are submitted via connector to the purely internal development platform Azure DevOps (ADO) and support staff in return submits the official bug number to the customers/partners and closes the support request at the same time.
    Many bugs that are not highly urgent are normally scheduled by development planning for one of the upcoming releases.
    The release of the version containing a fix for the reported bug can really be sometime in the future (= mostly between 3 to 36 months). Thus the original request (=ticket) in the support platform is already closed.
    By means of a bidirectional connector we still want/need to provide current information (eg. status in the internal development platform) to our customers and partners.

    We would like to communicate the following information primarily via custom fields to the customers:

    • Status of bug in the development platform (= ADO): in development, in production plan, not in production plan, released
    • "Fixed with" version
    •  Availability of the new version containing bugfix
    2
  • Florian W.

    @all of those who suffer.
    Please do not forget to give an up to all posts of this feature request.
    I think in that way we can give this request even more weight.

    1
  • Josef Prandstetter

    Gaurav Parbat: do you think our use case - see post above - will be covered by your 2022 plan?

    1

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