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Rob Bruggner

Joined Dec 22, 2021

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Last activity Dec 23, 2021

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Rob Bruggner commented,

CommentViews, ticket status, and ticket fields

Thanks Dave. Does you know if there's a way to address the use-case (i.e. add meta-data to closed tickets so we can analyze/view trends in Zendesk dashboards) or is there no way to do this in Zendesk?

View comment · Posted Dec 23, 2021 · Rob Bruggner

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Rob Bruggner commented,

CommentViews, ticket status, and ticket fields

Hi Zendesk - How can we assign new meta-data to closed tickets?

Motivating use-case: We have a large number of tickets from the past 12 months and would like to now go back and classify them into different ticket types (ideally using tags) so we can see the volume of tickets, by type, for the past 12 months. We can do this with "solved" tickets. However, a large number of those tickets are now "closed" and it doesn't appear as though I can assign tags to closed tickets.

How would we go about tagging closed tickets with additional meta-data/tags to enable examination of our historic ticket volume?

View comment · Posted Dec 22, 2021 · Rob Bruggner

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