Reopening Closed and/or Archived TicketsNot planned
It would be a useful feature to be able to reopen closed and/or archived tickets to follow up on an issue. This would enable an agent to reference previous comments more easily, much like in a normal email exchange.
The current "Create follow-up" option does not provide any context to the end-user regarding previous conversations.
Thank you for your feedback. Can you tell us more about your workflow and why you find users needing to reference past support tickets? Also, how frequently do you find that you would use this functionality? And how significant of an impact would it have on your workflow?
To provide some background, the reason we have tickets close and archive is that it saves on storage space and keeps load time manageable. If all tickets remained active (unlike the "read only" type of format they move into once closed and archived) we would need to charge significantly more for storage and infrastructure in order to avoid performance issues. Would you be willing to pay more in order to have this functionality?
Our use of Zendesk Support may be a bit unorthodox, particularly in comparison to a retail company or something. We manage communication regarding subscription account management through Zendesk, and it is often useful/necessary to reference agreed upon parameters of a user's subscription when answering a support question. We are also often answering complex regulatory questions that a user may bring up again after a ticket is closed, sometimes several months later. Additionally, if a user comes back disputing something, it would be nice to provide our past comments and communication for proof and/or context.
I think I understand the storage space issue; however, it just seems that, given how I (an agent) can already look at associated closed/archived tickets and comments in Zendesk, that Zendesk could maybe have a feature that enables agents to load past comments from associated tickets.
This issue doesn't come up terribly often, maybe once a month. The work around I've been using is taking screen captures of public comments from the relevant archived tickets. I think whether or not our company would be willing to pay for an additional feature would depend on price and/or if the feature is included in one of the higher tiered Zendesk Support plans, such as Enterprise or something.
Hey Matt -
Thanks so much for the additional context and detail. That kind of information helps our product managers understand the need better. I can't promise that anyone will be able to respond or make these changes but we'll make sure that your feedback gets to them.
I would like to be able to reopen closed tickets AND Archived Tickets so that I could see what combination of BOT Knowledge Base and manual restriction of proposed articles was used to define a more succinct set of possible Articles for Visitor's to get from the Answer BOT. I don't understand the comments in the Community Section about save-space, and memory concerns. Put a limit on my memory and let me know when I'm approaching that limit - and let me decide what tickets I am willing to throw away. There is always a need to refer to an old ticket as soon as it's no longer available - it's Murphy's Law, and it's perfectly adapted to computer "memory vs. need" issues.
I would like to see admins be given the ability to re-open closed tickets. This would definitely be preferable then having to create an entirely new ticket. Especially in cases where the existing ticket has been open for awhile and gets closed by mistake. Having to refer back to a separate ticket for documentation on an issue or project is time consuming and inefficient, both from our stand point and our customers.
This is a VERY IMPORTANT feature that I'm quite surprised is not available, at least for admins. We have tickets with important information that require reopening, but this system is very cumbersome if we have to open a new ticket and can't even merge the two together to quickly access the old information. This happens frequently and was available in the prior support system we recently migrated from.
Completely agree - the ability to reopen closed tickets will allow us to correct data issues with these tickets, like assigning the correct organisation to tickets. Some of ours didn't have an organisation assigned to them, were completed and closed but now lie as outliers in reports. We're now completely unable to correct this data due to them being closed.
Thank you for reaching out to Zendesk Support.
We do appreciate the feedback regarding this request but like what my colleague Nicole mentioned, if this will be implemented, there will be some changes to the charges since this is being done to save on storage space and keeps load time manageable for tickets.
This is something that needs to be checked by our product managers and devs. If this is something that should be added and really needed by our customers.
We cannot make any promises anyone will be able to respond or make these changes but we'll make sure that your feedback gets to them.
Thank you and have a wonderful day ahead!
DJ Buenavista Jr. |
Customer Advocacy Specialist
I agree that it would be useful for admins to be able to re-open and update fields in closed tickets. I am wanting to update a custom field on a closed ticket and I am unable to, which is messing up all of my reporting metrics. It's incredibly frustrating
We have been using Zendesk for about a year. The person who set it up spelled Urgent wrong on a field and I want to correct it. However, there is no way to go back and correct the data on closed cases, so I have 2 fields showing up under closed - Urgnet and Urgent. It is a pain to have to go through and consolidate this information so I can present it to management.
Hey John -
For what it's worth, it's possible to change the label of a dropdown field value without changing the underlying tag -- not sure if this will help your situation, but see Altering drop-down field options
This would be a very useful feature actually. In our instance we have added a new field that is meant to be used specifically for metrics, but I have 255 closed tickets that existed before this new field was created, so now I have 255 tickets that I cannot go back and re-add this field data to.
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).
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