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Scott T

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Scott T

Scott T commented,

CommentTicket management

@Jonathan March
Thanks. If archiving to preserve resources is the reason, it should still be possible to have tickets stay writable for a cost. If a customer wants to pay a premium to keep all tickets in that state, it should be their perogative to do so, even if it's not a wise way to spend money.

A more cost effective option might be to temporarily pull large blocks of archived tickets back into an active state for housekeeping purposes.

Most of the reasons I have seen for needing edit tickets are a result of (A) implementing organizational ideas that were not thought of at launch and (B) lack of verification stage to correct problems in tickets before they get locked down, and (C) using tickets as a knowledge base and realizing that they contain incorrect solutions.

C is easy. Stop using tickets as a knowledge base.

B is mostly on the heads of management at the client site but perhaps Zendesk should work a bit harder to hammer the importance of ensuring agents consistenly follow certain rigid rules.

A, however, is normal and understandable; especially in organizations that use the Agile methodology.

The current option to correct these problems is to move to a different ticketing system. That's not good for anybody except Zendesk's competition. I work in process improvement and would honestly like to be able to recommend Zendesk. I like so much about the product, but this is a critical issue.

View comment · Posted Oct 16, 2021 · Scott T

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Scott T commented,

CommentTicket management

I've read all of these threads pretty thoroughly and I have not found a solid justification for why it is impossible to re-open a ticket. My hunch is that it has something to do with how closed tickets are stored. E.g. archived as read-only in the database, to consume fewer resources.

I understand there are practical concerns to running gigantic databases and to changing low-level code. I would appreciate a candid answer on why people have been asking for this for *years* and there's no movement. I like a lot of things about Zendesk, but this is a dealbreaker for me.

Thanks.

View comment · Posted Oct 16, 2021 · Scott T

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Scott T commented,

CommentTicket editor, assignee, and requestor

There are multiple threads related to the inability to edit closed tickets and I've read most, if not all of them. One thing I have not found is the reason why this change hasn't been implemented. Many of the justifications provided by customers are deal-breakers. There are many things I like about Zendesk but, based on this shortcoming alone, I would not recommend it.

My guess is that closed tickets are set to read-only in the database for performance reasons. Is my guess correct or is there something else?

View comment · Posted May 07, 2021 · Scott T

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