Univa IT

You can bulk edit using a custom script, and the JSON/XML interfaces to Zendesk.  But that method is still blocked by this unresolved bug of tags not working on closed tickets.

Also the list of modifications to tags is available in the "All events and notifications" link on a ticket.  So, no record is lost in the case of a need for auditing, etc.  There's no functional reason to disallow this.  (I can only speculate that the way they've organized their internal database must somehow make this difficult, or they would've fixed it by now.)

Indeed the emails that go out look -almost- identical, so the failed email reply is inevitable, as we've seen as well.

Just hit this issue trying to mass-import from another ticket system, and then deciding I need to change some tags.