Recent searches


No recent searches

Dane Corley's Avatar

Dane Corley

Joined Oct 20, 2023

·

Last activity Feb 22, 2025

Zendesk Product Manager

Following

0

Follower

1

Total activity

67

Votes

0

Subscriptions

33

ACTIVITY OVERVIEW

Latest activity by Dane Corley

Dane Corley commented,

Community comment Feedback - Ticketing system (Support)

Hey Dave, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
While we understand the desire for this functionality, it was ultimately deemed incongruent with our current security posture in regards to how we allow unauthenticated users to interact with Zendesk.
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
 

View comment · Edited Feb 20, 2025 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)

For the sake of completeness I am placing a final comment on this post to ensure that anyone who sees this will be aware that this functionality was develeoped and released.  More information can be found in the following article:

https://support.zendesk.com/hc/en-us/articles/7335734335258-Modifying-closed-tickets

View comment · Posted Feb 19, 2025 · Dane Corley

0

Followers

1

Vote

0

Comments


Dane Corley created an article,

ArticleAnnouncements
Announced on Rollout on
February 19, 2025 March 17, 2025

Starting March 17, 2025,  Zendesk is releasing a change that will result in Admin Center no longer returning deleted ticket forms. Calls to the Show Ticket Form API endpoint will also no longer return deleted ticket forms. 

This announcement includes the following topics:

What is changing?

Previously, it was possible to view the details of a deleted Ticket Form through its URL or API, even after deletion.

Now, if a Ticket Form is deleted, accessing its URL or using the API will result in a 404 error, indicating that the form can no longer be found.

Tickets that were already associated with the deleted form will still function normally in the Agent Workspace. Even after deletion, details about the deleted forms can be accessed through the deleted_ticket_forms attribute in the API response.

Why is Zendesk making this change?

This change is being made in order to maintain Zendesk best practices for deleted data, as well as to continue our commitment to maintaining and improving the performance of Zendesk Support for agents and administrators.

What do I need to do?

For Administrators, no action is needed. Administrators should be aware that URLs for deleted ticket forms will no longer work when this change is rolled out.

For developers that leverage the Show Ticket Form API endpoint, make sure to examine your usage of this endpoint to ensure that it is not being used to fetch deleted ticket forms. In cases where this endpoint is being used, this information can be accessed via the Show Ticket API endpoint. See the developer documentation, paying specific attention to the deleted_ticket_forms attribute.

 

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Feb 20, 2025 · Dane Corley

0

Followers

2

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)
Thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Dec 27, 2024 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)
Thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback.
 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

View comment · Posted Dec 18, 2024 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)
Hey! Thank you for taking the time to provide us with this feedback! 
 
We are currently working on new enhancements in this space that will provide better support for scenarios like those outlined where the request and requester are part of an internal workflow.  While I cannot comment on specifics at the moment, I will note that this is on our roadmap in 2025. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. Please visit our What’s New page in the Help Center to stay on top of product releases and look for upcomming details. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

View comment · Posted Nov 22, 2024 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)

This feature has been completed and is now GA!  Please find more documentation via this annoucnement.

https://support.zendesk.com/hc/en-us/articles/7900853687066-Announcing-the-ability-to-modify-closed-tickets

View comment · Posted Oct 07, 2024 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
September 23, 2024 September 23, 2024 October 3, 2024

Zendesk is pleased to announce the ability to modify certain fields on closed tickets. This feature is available for customers with the Zendesk Agent Workspace activated and for all customers through the API.

This announcement includes the following topics:

What is changing?

This initial release allows admins to edit the Tags, Subject, and Priority ticket fields on closed tickets from the Agent Workspace or from the ticket API endpoints.

Changes made to closed tickets are reflected in the tickets’ events log.

Why is Zendesk making this change?

As your workflows and needs change to meet the demands of your business, we recognize the need for the historical data in closed tickets to change so that they portray a complete picture over time.

Zendesk is introducing the ability to modify closed tickets so you have the flexibility to correct mistakes, add context to historical tickets, and ensure that your reports and data audits are accurate.

What do I need to do?

Activate the modify closed ticket setting in Admin Center. See Modifying closed tickets for more information.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Sep 23, 2024 · Dane Corley

8

Followers

9

Votes

0

Comments


Dane Corley commented,

Community commentZendesk Support Closed EAP - Custom Ticket Statuses: Form Ticket Statuses

Hey Stephen!  Mounika Sanikommu just created a new post for beta sign ups.  Please go and fill out that new form and we'd love to include you in this beta.

View comment · Posted Jul 30, 2024 · Dane Corley

0

Followers

0

Votes

0

Comments


Dane Corley commented,

Community comment Feedback - Ticketing system (Support)

Thank you for allowing me the time to explore the possibility of taking on this feature.  Sadly, at the moment we cannot commit to prioritize building this enhancement. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

 

We are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community eventsWhat’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

View comment · Posted Apr 29, 2024 · Dane Corley

0

Followers

1

Vote

0

Comments