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Custom role permission that can edit closed tickets
Posted Nov 13, 2024
Hi,
I have a use case here for a custom user profile to be able to edit closed tickets, including fields. Can this please be considered as a feature for the Administrator to assign this ability to custom roles?
User Story
“As a custom role, I need the ability to edit closed ticket field values, so that I can correct errors, and ultimately correctly report on tickets”
This is a common need here for our Voice of Customer Analyst, who see's incorrect data from closed tickets influencing VOC reporting. This reporting is often past the ‘solved’ time threshold so the closed status is a restricting factor.
Ideally this would be available in "edit Ticket Properties' for the sys admin to assign this custom permission to the custom role
3
5 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
2
Sydney Neubauer
+1 as we don't want this to just fall on admins nor do we want everyone to be able to do it.
If it was also an option to have the Ticket UI able to adjust Closed tickets rather than it being in the API. Our Agents are not familiar with APIs so this is a rather large learning curve - especially if this does become a subpermission
2
Scott Tynan
This would also be very handy for quality assurance to be able to add notes and categories to tickets to feed into training, coaching and constant improvement.
0
Wendy McCue
This would definitely be a handy feature to ensure the accuracy of our data, we can't always rely on everyone to put the correct category into a field, so to be able to fix this (at a custom permission level) so the data flows through correctly to our dashboard would save many manual hours.
1
Tim Sulzberger
Thanks @shawna and to others in the thread giving the +1 support
0