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Erica

Joined Jan 28, 2022

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Last activity Mar 27, 2023

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Latest activity by Erica

Erica commented,

Community comment Feedback - Ticketing system (Support)

I have to echo what everyone else is saying here. The inability to modify closed tickets is becoming increasingly critical given that when field tag values are updated, it's not automatically reflected in tickets of any status. And as a couple of other folks have mentioned, the fact that it's been an issue for over a decade while other, seemingly less meaningful changes have been made to the platform doesn't seem very customer-first.

View comment · Posted Oct 17, 2022 · Erica

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Erica commented,

Community comment Feedback - Ticketing system (Support)

It's nearing the end of 2022, and there hasn't been much of an update on the ability to edit closed tickets. Although some people indicate auditing could become a nightmare, I have found it more problematic NOT to be able to edit closed tickets because we may need to update the tags we use to classify them which doesn't correct it on ones with a closed status; especially since tags are based on the tag name and not related to a unique alphanumeric string that doesn't change even if our internal taxonomy changes. 

We got all these pretty interface UI updates that barely work instead of true functionality changes everyone actually needs. It's insane we have the ability to update and edit comments on this thread but not in the Support feature itself.

View comment · Edited Sep 23, 2022 · Erica

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Erica commented,

CommentBusiness rules

Hi @...!

I totally failed to leave out an important part -- what I also see happen is when I update a tag in the administrative console, it doesn't update the ticket field: 

- https://share.getcloudapp.com/kpu8wP67

- https://share.getcloudapp.com/E0uyr5jp

I get I can update tags in bulk but it seems like ticket fields + tags aren't not dynamically synced if that makes sense?

What I am saying is that I would like to be able to go to the Ticket Field in Admin Console > update an existing tag in the field values > updated field values are automatically reflected not only in the ticket tags, but the actual field itself doesn't get dropped but updated instead.

View comment · Posted Jun 16, 2022 · Erica

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Erica commented,

CommentBusiness rules

I am not sure if it was mentioned here, but has anyone mentioned a use case for being able to simply update/edit a tag where that tag is updated on all unclosed tickets (although ideally, I'd like to see them updated on closed tickets too).

At times we can audit how we define our tags or clean up the taxonomy used to track tickets. If I'm using a longer tag name but want to shorten it, instead of updating all tickets with that previously had that tag to the new one, it essentially updates new ticks as if it's been removed instead of updates to those field ids being static vs. dynamic.

At that point, I have to take all of my old tags, do a search and a bulk update operation for anything that's currently open. If this can be accomplished through the API that's great, but not everyone has staffing for a developer who can manage this. We need easier ways to do bulk updating, change/edit tracking measures, so we can pull reports at ease.

View comment · Posted Jun 15, 2022 · Erica

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Erica commented,

Community comment Feedback - Ticketing system (Support)

Hi :waves: I was advised by Dave to add my request to this thread:

It's imperative we're able to see a version history or track changes of ticket fields, especially if you have more than one administrator -- if you click in the ticket field, at the top it even tells you when it was last modified but not "what" was modified or by whom. It seems pointless to indicate a field was recently updated but not say what information was changed. Secondly, since automations and triggers can rely on tags, it's even more important to know of any changes made since it can break other configurations. It would also be very hard to correct any offending behavior regarding updates when you don't know who made them. Thanks!

View comment · Posted Jun 14, 2022 · Erica

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Erica commented,

CommentSecurity and user access in Zendesk Support

I'd like to add a comment to this too. It's imperative we're able to see a version history or track changes of ticket field changes, especially if you have more than one administrator -- if you click in the ticket field, at the top it even tells you when it was last modified but not "what" was modified or by whom. It seems pointless to tell me that a field was recently updated but not say what information was changed. Secondly, since automations and triggers can rely on tags, it's even more important to know of any changes that are made since it can break other configuration. And it's very hard to correct behavior regarding updates when you don't know who made them.

View comment · Posted Jun 13, 2022 · Erica

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