Feature Request - Ability to edit closed tickets

Planned

137 Comments

  • Johan Billow

    This silence is not a serious approach. It is a very needed function. As mention before. No need to update solved date och messages/chat but title, organisation, tags, custom fields. 

    I think the tricky thing is that the tickets are no longer stored in the database that we daily interact with in Zendesk. That are "archived" and that is one reason for this 15 year old demand to still been unsolved... 

    Just a minute of brainstorming while waiting for this basic and very important function to be up and running. =)

    1
  • Jake Allen

    This lack of functionality was the final nail in the coffin for our Zendesk deal. We're currently transitioning over to Salesforce Service Cloud which is far more capable and usable of a solution without the rather insane workarounds needed to function day-to-day in Zendesk (not to mention significantly cheaper with discounts)

    4
  • Rich Shupe

    We're in a similar position, Jake Allen. Do you have any more anecdotal experience you can share about Salesforce Service Cloud? We use Salesforce so this is an opportunity for us.

    Johan Billow, are you sure this request has been around for 15 years? Have you found this anywhere publicly?

    In contacting Zendesk directly, I was told that this was pencilled in (with an emphasis that this was subject to change and that this was the development date, not the release date) for Q4 2023. This is after hearing in 2021 that they were considering this for their 2022 plans.

    We know from our own work that dates slip, and is a part of software development. But if this request has been around for years. that's important information we should learn. Also, this may not be true for everyone, but we need to make decisions around staying with Zendesk before an annual renewal date. So issues like this affect us a full year at a time. We are having to commit to renewal in a month, trusting that this might begin development, but not be released, in Q4 2023. If that doesn't happen, we're committed to another year with hobbled analytics.

    Finally, this is a hugely impactful issue for us that renders a significant part of our analytical needs useless. Different users will have different opinions but, for us, this is an elevated need that is far about something that is just a frustration. For example, it's a fairly big deal (and frankly, hard to believe) that the mobile app can't even format text, and doesn't even show the organization for a ticket (as far as I've seen). But this just makes the mobile app difficult to use and isn't a deal breaker for us. But losing the ability to control our analytics after a forced 28-day period when the ticket is closed for good, is crippling.

    4
  • Billie Harland

    Rich, I appreciate your wanting some verification of the claim but Johan is correct. As I noted, in this very thread, back in 2020:

    "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."

    ... and that was coming up on 3 years ago now. This is fundamental for enterprise companies and we won't be able to overlook it, or live with it, indefinitely.

    1
  • Rich Shupe

    Thanks Billie, very much, for taking the time for that reply. I wasn't doubting Johan, but rather felt responsible for wanting to get the proverbial ducks in a row before getting back to Zendesk about this. Much appreciated.

    1
  • Billie Harland

    Absolutely Rich, no slight intended on my part. Verifying the claim is a responsible and reasonable thing to do. I remain hopeful that Zendesk will take this seriously, good luck to you!

    1
  • Johan Billow

    Thank you for asking Rich and replying Billie.

    I am sorry if I sounded upset. Writing isn't the best way of talking.

    However we are a B2B company and would rather like this to be prioritized that Instagram/FB-functions. To my KAM i asked for a B2B-Zendesk version...

    1
  • Rich Shupe

    No worries, Johan. I, for one, didn't get anything negative from your reply. This is a top issue affecting us all and your thoughts are valuable! I appreciate you taking the time to raise visibility here.

    0
  • Vitalii Petrus

    Take our vote for this feature. We merged brands and needed the ability to change the brand in all closed tickets to have them available in the new HelpCenter. Moreover, brands were merged within one organization under the same domain. But we couldn't do it. So a huge number of important tickets were left unavailable in the new Support Portal for the same customers i.e. each customer has lost a part of their tickets that were under the "old" brand.

    0
  • Dan R.
    Community Moderator

    Gaurav Parbat

    The last official comment on this was in 2021, where you told us it would be considered for the 2022 roadmap. It seems it didn't make the cut. 

    Any luck for seeing it in 2023's roadmap? It's getting harder and harder to recommend Zendesk as an enterprise platform without the ability to control our data.

    2
  • Gaurav Parbat
    Zendesk Product Manager

    Hey All,


    Zendesk has been through a lot of changes in 2022 and unfortunately, this request still needs to be updated. However, this is an important change and is causing a lot of customer pain and we are working on a plan to enable some limited modification capabilities in the second half of 2023. I will share more information on the features and capabilities by May 2023.

    1
  • Reshma Patel

    Gaurav Parbat this is a huge pain point for us. If you need any customer use cases or anyone to run through product discussions with let us know. We have done a few in the past with Zendesk on different functionality. 

    2
  • Gaurav Parbat
    Zendesk Product Manager

    Thank you so much for that Reshma. I will reach out to you for use cases and pain points. 

    Thanks,

    Gaurav Parbat

    0
  • Dan R.
    Community Moderator

    Gaurav Parbat Thank you very much for coming back to the thread to update us, it's really appreciated!

    I'd also happily volunteer to discuss this if you need use cases. I've been working with the Zendesk Support platform for almost a decade, both at small startups and large multinational companies with high volume, multi-product/language support teams and have a lot of experience with the challenges that being unable to edit closed tickets causes.

    I'd be happy to take as much time as you need to answer your questions, validate assumptions and provide feedback, at any time! 

    0
  • Barão Rodrigo

    Since 2019 and this is not figured out yet?
    When I edit some custom field so I can have more detailed data over my tickets, I want to be able to edit the past ones so we can measure them...

    1
  • Rodrigo Ruz

    When you talk about " limited modification capabilities" you should ask us what is what we need to edit / update it cannot be chosen by you, due to the fact that every company uses on differente ways, i don't look like a good politics after all the data is ours, maybe your idea of limited is not what we need, for us we need to update the categories taht matches the one we use now, due to the changes over time have realized, how you make a statement very transparent about this, with real dates so all of us can give real data and update to the company where everyone work.
    Remember we are the key users, we know what need to update, remember customer first, make a poll stuff like that, to get a good solution for all.

    2
  • Billie Harland

    Realistically, the answer is pretty simple Gaurav Parbat: all fields on closed (archived) tickets need to be editable by administrators. That may be daunting but it's our customer data and not only does this product limitation make Zendesk less scaleable and usable, it can introduce real risk if the wrong user is associated to a ticket before it is archived. As an extreme hypothetical, if data for one customer was exposed to a different customer as the result of a ticket having the wrong user associated with it, that becomes permanent once the ticket is archived. As a Zendesk customer, our only recourse today would be to delete the ticket but that just removes the record of the incident both for us and the customer. Do you see the problem there??

    All of us commenting in this thread have been negatively impacted by data integrity issues as a result of "archived" tickets. At the barest minimum, I'd say we need editing by administrators on archived tickets for the following system fields:

    • Requestor
    • Assignee
    • CC
    • Tags

    ... with custom fields (and the remaining system fields) coming shortly thereafter. Even just edit access by admins on archived tickets for Requester and Assignee would go a long way assuming the associated org would update when the requestor does based on the user's org membership. While I'm skeptical that last part could be accomplished given the architecture that appears to underpin this issue, I remain hopeful and encourage y'all to take this seriously as it is table stakes for an enterprise SaaS platform. Please feel free to reach out if you'd like some specific examples where we've run into trouble due to this product limitation.

    4
  • Claire Flanagan

    To add to Billie Harland's point above ...https://support.zendesk.com/hc/en-us/community/posts/4409217551642/comments/5473919102234

    We have a number of operational systems (Salesforce and our CSM tool - Planhat) that integrates data about our customers so that we can take meaningful action on our customer accounts.

    NOT being able to edit the data means our reports are wrong (wrong ticket being associated with the wrong accounts) because we can't change something as simple as the "ORG" in Zendesk. It can make an account health look better or worse. 

    2
  • Franca Meggiolaro

    ..and, please, do not forget the updating of the subjet ticket field!

    0
  • Marie-Nancy

    Hello,

    I also opened a ticket about that irritating feature. We use personnalised field on our ticket and if one of my employees forgot to delete it when the ticket change as closed we can't go back to change the status of the ticket for example. You should keep the logic that the ticket is put on the closed statuts after a maximum of 28 days but you should allow us to go back on it to change personnalised fields for example. The solution that was proposed to me was to add flow on my flow and I don't want that. I just want a solution to be able to edit the fields on the ticket (not the status).

    1
  • Greg Clapp

    Add my large organization to the chorus of voices who really need to be able to edit closed tickets, even if it's just bulk edits to large sets of tickets and it's not super performant. We've learned a lot about how we want our instance configured since we began and have thousands of mis-assigned tickets clouding the reports we need to generate for the executives who pay the bills.

    1
  • Paul Wallington

    We had a recent need for this where we needed to redact information on a ticket, but it was only discovered after the ticket had been automatically closed by our workflows. Because the ticket was closed there was no option for us to protect the information apart from completely deleting the ticket - the ability to modify/update/redact closed tickets is an essential piece of missing functionality for us.

    0
  • Dan R.
    Community Moderator

    Hey Paul Wallington

    If you're using Agent Workspace, you can redact data on Closed Tickets. 

    0
  • Karl Auguste

    Gaurav Parbat,

    Since we are in May, are you finally able to share more information on the new features that will be available to edit closed tickets?

    0
  • Shannon Bradley

    May 23, 2023...and counting...anything Zendesk?

    0
  • Ankit Prasad

    Hi Zendesk Team, adding 1 more vote for enabling this feature. We are new to the platform and were quite surprised we could not edit closed tickets. Strongly recommend adding in this ability.

    0
  • Dan R.
    Community Moderator

    Hi Gaurav Parbat

    In March, you'd shared with the community that planning around Closed Ticket editing was in progress and that you would share more news by the end of May, 2023.

    We're now at the end of May, are there any updates you can share with the Community? 

    Thanks!

    1
  • Admin

    Hi Zendesk - my organization as well would very much like to have the capability of updating closed tickets via API. We need to adjust for some organizational reasons and update some custom fields.
    When will the feature be available?

    0
  • Harper Dane

    Any update on this, Zendesk? The most recent Product Team post from Gaurav Parbat states this was being looked into for last year (2022).

    We have an instance that's coming up on 5 years old. Form, field, and ticket structures have changed drastically for us since first starting on the platform. It takes me days to write custom Explore formulas to account for all the various iterations of historic data we need in our YoY reporting.

    I really need to do a big data clean-up & update all our old Closed tickets to our new Form + Field structure, rather than writing 200-line IF/THEN formulas to group old data with new data. This isn't sustainable...

    1
  • Cory Truesdell

    +1 for this feature. I recently made a significant change to the way we category incidents and would love to go back and bulk-edit the old ones to match the new format. 

    0

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