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Please allow the option to edit previous replies in tickets



Posted Jul 15, 2022

I understand the reason why people might not want the ability to edit previous replies in a ticket, however, this should not be a setting that's hardcoded into this system. We use tickets to track monthly internal audits and not having the ability to edit a response is frustrating. 

Please create a setting that allows for us to enable or disable the editing of tickets. This is a very basic feature in free help desk offerings out there.


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Jahn

Zendesk LuminaryCommunity Moderator

+1 on this request. We maybe have the ability to redact the ticket but editing the previous response is a great feature! 

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Lou

The Product Manager Whisperer - 2022Community Moderator

Although it would be nice to be able to undo a mistake, so much history would be lost (and perhaps mistakes et al hidden) if we could modify replies. The only good compromise I can think of is if it were made available only to admins, although I still don't like the idea.

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There are scores of other ticketing systems that achieve this yet do not violate audit requirements (such as maintaining a history of when an item is modified and what was modified). Besides, why would history be lost? Why not design it so that all previous information in the ticket is saved like a version history as you see in products like SharePoint Online, etc.

I mean this only for administrators and not for end users. If you can't trust the administrators or technicians behind the system, that's not a fault of the system but rather in personnel. 

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