Allow end users to update fields after ticket is created

+1 on this, simply I would like the option on each field whether the customer can edit this field once the ticket has been logged, this will allow the customer to edit the subject, or raise/lower the priority.

This is so unfortunate. One of the most critical functions to any support these days is an online customer knowledgeable/portal. It is also important that the client can take the control into their hands and not have to wait on a support rep to make changes to their ticket. Due to this limitation we must continue in this hybrid world of manually updating tickets for clients between email and an online support system. Here are just 2 business cases for the development team at Zendesk.

Ticket Creation and Priority Setting

We have been providing our clients an email address to our support for years to open a support case. We ask our client several questions as part of the ticket creation process that helps us determine priority, as well as potential support paths. This typically requires a lot of back and forth between the client and the support rep via email to figure out the urgency of their request. You can enable these questions/fields on the ticket creation page in the customer portal, which dramatically speeds up this process. Furthermore the portal will make article suggestions to the client which could solve their questions eliminating any support need at all. The holy grail.

However if a client still emails a support email address without this information, we cannot have it create the case and simply point them to a link to update these critical fields in the portal after ticket creation. We have to fall back on old ways of taking the case in, contacting them, and having our support reps fill in these fields manually to prioritize their ticket, as the fields are not editable in the portal after ticket creation. If we change our support email to a bounce back email saying please go to the portal and add your request there, this will make them unhappy, as they need to recreate the wheel. If they recreate the wheel and make a mistake in the process of choosing the wrong value and they cannot correct this, you will have mad customers on your hands (this has happened to us).

Ticket Escalation

In our older support system, our clients could edit the priority field in the portal after ticket creation to escalate their ticket if the issue had become more critical. They cannot do that now, as they cannot edit their field. They need to contact us, we need to do it manually, etc.

PLEASE FIX THIS!!!! 

Any word on this feature request?  Is there an alternate workflow that anyone can suggest?

Hey, any decision if it will be implemented or ETA?

Hi Nicole,

Thanks for the response. I assume you folks have a system for tracking Enhancement Requests. Can you tel me if this is already in that system? If not, can you add it please, so that it is visible at some level? 

Regarding impact, we have customers who would like to add additional team members to CC from within the Support Portal, which is not allowed after the ticket is submitted. They also would like to modify the Priority, which would then allow us to set up an escalation trigger. Lastly, they would like to modify certain other fields for their own tracking and reporting purposes, which again is not possible.

Impact: Workflow improvements will help us scale our support services, and without knowledge that some of our concerns will be addressed, we will likely need to investigate alternatives to see if we can better meet our customers' needs long term.

Thanks for your attention.

Dave

Hey David - 

There are a couple of ways to increase visibility of Product Feedback: 

1) Outline the problem you're trying to solve in specific detail. This gives our product teams the most insight into what's going on and how they might build something to solve the problem. 

2) Share impact information, i.e. how frequently the problem happens, how many incidents of the problem there are, how much time/money it costs you. 

3) Up vote the original post. 

For more information, you can read through how to share your product feedback. 

These practices help our PMs understand the problem behind the request, the size and scope of it, and how many of our customers it potentially impacts. 

There are many factors taken into account when planning what developments to devote our resources to. Some of those include feasibility, number of users impacted, and how that development would impact other things already in process, to name a few. We cannot guarantee any specific idea shared in the Product Feedback Community will be built, and we cannot share specific timelines. Threads with lots of detailed comments and a high number of votes do, however, have the greatest visibility. 

We do very much value our customers' feedback, and are working to make the Product Feedback Community a better space of collaboration and communication. 

Thanks for participating! 

How can we raise visibility of this request? Are any moderators watching this thread who can help us get this prioritized? We have a need for this, which has been requested by a strategic customer of ours. Thanks.

Has this been addressed by Zendesk ?  Hard to believe this is not an option!

Yes, you can create a trigger to allow updates. It's not an ideal workaround, but it does work...

The way we set things up was anytime a particular string of text was entered in a comment, to increase (or decrease) the priority. The text string we chose was a keyword preceded with a number sign/hash (#) - ex: #urgentpriority, #lowpriority

Where this workaround gets clunky is that you need a trigger for every option in a particular field....