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Production.Zen

Joined May 13, 2021

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Last activity Oct 16, 2021

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Latest activity by Production.Zen

Production.Zen commented,

CommentTicket management

The "When a ticket's status has been set to Closed, it can never be updated, " rule is causing us a lot of pain. It is impossible to organize old tickets in any way. The Product Management team cannot use Zendesk to find and mark user pain points. And just today we spent half a day investigating an issue that was a recurrence at a client - but the old ticket wasn't added to the organization when it was open, so it didn't pop up.

I understand why reopening the ticket is not possible, and I'm fine with followups. But not being able to add a single tag or field value to a ticket, or link it to another one, or to Jira - that I find incomprehensible.

View comment · Posted Mar 17, 2021 · Production.Zen

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