Sharon Asulin

Andrew Reback YEYYYYYY!!!!! Great news - this is a MUST functionality for continuous engineering! Thanks for the update!

+ 1 on this one 

I would also like to be able to create a template based on a post  and manage my knowledge base via the community feature 

@Wes - this is awesome and worked perfectly! Enjoy your coffee :)

+ 1

Part of the support team work is continuous engineering. This results in a more efficient support work (tickets deflection, better flow of work etc). However, it requires the ability to look at all historical tickets and perform grouping and filtering in a way that will allow reaching meaningful conclusions. 

Unfortunately, by the time Zendesk implementation in my organization was completed and all the processes around it were also finalized, over 710 tickets were archived without custom fields such as "categorization" that were added during the implementation process, being updated.  

The fact that I can't now review those tickets as part of my analysis is a big problem. A lot of information just lost.

If I could now review those tickets and update this custom field or add a specific tag to associate them to a certain category, it would have had a a big impact on my analysis results. I lost almost a year of data, as this field was added only recently following one of Zendesk "best practices" articles.

I also think that if customers continue discussing this over 8 years, it should have gotten some more attention from the Zendesk team. At least provide a valid workaround.

Thanks :)