Please allow the option to edit previous replies in tickets


  • Jahn Bronilla

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

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    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.

  • mnemosyne

    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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