Allow end users to update fields after ticket is created

Zendesk you had one job!!! 

How is this basic feature request not fulfilled after 5 years of user requests is beyond reason. This is completely unacceptable! 
Our end-users are unable to even alter the subject of the tickets they file.

Darien,

It's actually been over 8 years that this topic has been open. Fear not! It may seem like a really long time with no resolution but I can assure you that there are other topics that have been open for far longer (many years more) with 16 pages of comments that have still not been addressed. It is completely normal here. This lack of attention in no way means this topic is dead... nor does it mean that this issue is not a valid one, important, affecting a large portion of the user base and clearly an obvious flaw that should be addressed. However, this is the ZD forums where good ideas go to die. It's just not this topics time. It's not dead yet. This topic is still in the early phase. If we get up to 5 or 6 pages someone from ZD will maybe tease that they are looking at it or a moderator may chime in telling everyone to keep pushing. This in no way means anything is going to happen. It is just the next phase. They really don't like to say no at ZD so it will just remain an open sore, a scab that users will pick at every now and again.

I believe that this and other "features" that people complain about are there because of limitations in the core of the product. If it were easy to fix I think they would. I don't think they are purposely ignoring us. It is just that they look at these issues and know why it is the way it is and know that its not easy to fix. The issue really is that they need to either bite the bullet and start addressing the hard to fix issues or just tell people we would love to but the way the product was developed limits out ability to change this feature. It's not going to get addressed. Then we all know where we are and can make choices and move on with our lives. Instead, they develop features that no one asks for or wants but are easier to develop and then try to up sell those features. Leaving these topics open for years is just insulting to your loyal base and, in a public forum, exposes ZD horrible customer service and lack of respect for their loyal base of paying customers. Honestly, if I had seen these threads going on for years I would never have started with ZD. Both because of the basic issues with the product that are exposed and the lack of response from ZD. Totally embarrassing. If I were a competing product my comparison sales brochure would just be a link to a few of the ZD forum posts going on for 15 years. 

I really wonder what is going on over at ZD. Who in management thinks its ok to have a request topic open for 10 or 15 years. It is just the wrong way to handle it.

By the way, I believe the official work around that our customers (end users) have implemented is to just create another ticket with the right subject or the right priority. So now we deal with a bunch of duplicate tickets that are just slightly different. When you contact the customer about the duplicates I usually get, "well your stupid ticketing system wont let me change... so I just created another ticket". Totally efficient and not at all embarrassing. Honestly, there are far more serious issues with the product to get bent out of shape over. 

Welcome to the forum. I see your kinda new here. Initially, I just used the product without really implementing a lot of it. After a few years I dove in head first and tried to implement a lot more. As I ran into issues I discovered the forums and found others with the same issues. Some of my issues were resolved by solutions others posted. Some were just issues that I was able to confirm were not just happening to me and really were not going to get addressed. The part that started to piss me off was where you are right now with the outrage that an issue could be on the forum for 8 years without a response from ZD addressing the issue. That is followed by the frustration that your problem is real, others have it, it is impeding you moving forward and its just never going to get addressed. Keep exploring the forums. You may find solutions to your problems from other posters but generally, what you will come to understand is that  topic that is not addressed in a "reasonable" amount of time is never going to be addressed. Some people hold out hope because after 5 or 6 years someone said development was looking at it but after another 5 or 6 years those users become disgruntled. Sometimes a third party will solve the problem with a paid addin but I never like to go that route because those solutions can break as the product develops. 

I find your 

Agree with all of the sentiments above. Sometimes our end-users need to update the priority of a ticket or need to update a field after the ticket has been submitted. 

To make Zendesk truly "real-time" and interactive this feature is very important. 

+1

@... - I would love know how you were able to pull this off as well!

I can't share the code publicly but we (https://outeredge.agency/) might be able to offer some custom development for you on your portal.

It involves creating an API endpoint outside of Zendesk which the portal can communicate with to carry out actions that require more than end-user permission.

+1 on this functionality. As another user shared, we would love the ability for end-users to escalate cases from their case center. Having some triggers to auto detect some keywords seems to be excessive, and customers should be given a chance to call in for an escalation when they think it is necessary. 

@... Do you know if this has been taken into consideration, considering the amount of activity in the thread?

+1

+1

We also have customers that would like to update the Priority or escalate the ticket after it is submitted. Many of our users submit through email but use the portal to review updates. 

+1 For this, my teams and client base would benefit from having this be a field level permission we can set.

Please developt this. We have requirements for this too.

+1 We have the need for end-users to be able to update their own subject lines. It causes confusion with our Agents when the end-user references a certain subject line but it is not in ZD as it doesn't update the existing ticket

Upvoting this as well - this is going to be really important for us as we scale 

Critical for us! we've started looking into other alternatives! can you please provide with ETA? 

Another vote stating how critical this functionality is. 

+1

Has anyone found a way for when an end-user updates the subject line within an email response for it to update the ZD ticket?

Another +1
And another "How can what seems to be a relatively small feature take this long to be implemented"

This would have a huge impact on how we deliver B2B support, specially if an incident is ongoing 

For those of you commenting on this recently... This was opened over 11 years ago. If you really need this feature, move on to another product. ZD does not address customer requests. Your +1 mean nothing to them. They do not care. I gave up years ago. See my post November 26, 2020. 

If the product with its issues works for you, great. If it doesn't you are best to move on or work around it. Don't expect ZD to develop solutions based upon customer requests. They have their own priorities and product limitations that direct what gets developed. If that coincides with your needs, great. Do not think for a moment that commenting on this forum is going to influence their developement. The forums are littered with topics like this that have been open for over a decade with no response from ZD.

Sorry, Just hate to see you all wasting your time getting your hopes up that something is going to happen.

Please note we have a use case where customer needs to provide more details on a ticket & we need it in a field which can be shown in views as a column & not a comment.

Hi all, PM for roles and permissions here. While 2024 is already looking packed, we'd love to see if we can squeeze this in. I'll work with relevant teams to identify how and communicate timelines back. 

For those people that don't wish to wait until 2035 when Zendesk has maybe added this, we have implemented the following as a workaround:

We communicate to our customers that they can escalate issues through mail or portal, by adding a comment '#escalate' to a ticket.
We have added a checkbox field 'Flagged for escalation' to our form, visible to agents and end users

From our end we have created a trigger that checks for the following conditions:

- Ticket is updated 
- Comment text contains at least one of the following words: #escalate

for actions we then added a field change to check the Flagged for escalation checkbox which adds visibility to the end user
We added a view for our team leads which adds the ticket to their view for easy reference
And we use a webhook which adds a public comment to the ticket to confirm that we have successfully received the escalation request.

Let me know if this has helped you!

We are still suffering with the customers not being able to amend the subject line after the original ticket has been submitted. e.g. they add the word urgent to the subject.

Other customers also use their own ticket systems and when they add their own ref after ticket creation, it does not pull through to our ticket. We then reply without their ticket ref and create a mis-match of ticket refs between us and the customer.

Understand we need to keep the ticket ID placeholder (and assume the metadata keeps the customer replies and agents replies in sync), so why can they not make an edit to subject line.

+1 to this. End users could greatly benefit from this change. 

Giving end users the ability to edit certain fields would be an extremely helpful component to maintaining structured data and workflows-- I am surprised to see the years of feedback regarding this, with little to no product engagement or context as to why/why not. 

I envision this feature implementation as including an option in the field configuration, to update the existing Permissions to the following:

• Agents can edit 
• Customers can edit when submitting a request
• Customers can edit before and after submitting a request 
• Customers can view

CC: Danny Flynn Max McCal 

We are also looking to add this feature based on feedback from our clients.  As well as being able to directly update the ticket fields in the HC Requests page, this would allow us to build more integrations.  At the moment, we are looking to add additional questions to our CSAT survey directly within Zendesk.  Because natively it only supports one field, we wanted to look at adding additional fields and have the users update them directly.

I'd also like to respond to some of the negative feedback I've seen.  While it's very understandable to be frustrated with the often times slow pace of taking up feature requests in the product feedback forum, I have seen many requested features that were developed.  It can take a few to many years, and I've also seen some features that were requested for more than 10 years.  I'm also a long time Zendesk user, so I can really feel the pain on things that I feel are very obvious and required changes, but they don't get picked up at all.

So I'd still encourage folks to post their requirements and use cases here.  Worst case scenario is the feedback gets on the Zendesk Product team's radar and they let us know it won't happen, or that it is something they are looking into and it may not happen for years.  Best case like the multi-org or round-robin routing feature is that it will be implemented after some time.

Hi all, unfortunately we are not able to provide a timeline for this as our 2025 is packed with other initiatives that we're set to deliver. I realize this is not the news you'd like to hear around this highly requested feature and we'll continue to try to make a case to make this a priority. Please continue to engage and upvote. 

Kicking the can down the road has been the stragety since 2012 so a request for 12 years now. How many more years do we need to wait before a simple customer experience for end users can improve?