Stijn Agten

If people accidentally paste a password in plain text in a comment you want the option to edit this. If people add a comment on the wrong ticket by accident you want to edit this. In general: you want to be able to correct mistakes in the best possible way.

Ran into this post: https://support.zendesk.com/hc/en-us/articles/4408881744282-Can-I-edit-a-ticket-comment-once-it-has-been-added-to-a-ticket-

Which is a good start but common, it's 2022. Also reading these destructive comments: https://support.zendesk.com/hc/en-us/community/posts/4409222727194-Edit-internal-notes

It's an IT system. It is possible to implement audit trails or whatever clever way to deal with this. Just stating it is a System of Record to me sounds like "it will require huge code changes and we're not ready for that". You really need to listen to your customers or it will hurt your business eventually.