[Closed for comments] Add or Edit Tags on Closed tickets

260 Comentarios

  • Andrew J
    Community Moderator

    Hello contributors.  I have a feature request that may be of assistance on this.  While I can understand the reasons for not allowing editing of closed tickets; the idea of allowing control or approval of tags and altering or automatically changing similar or misspelt ones to a correct tag may give us some of the control needed.

    See https://support.zendesk.com/entries/366131-tag-control-ability-to-specify-standardised-tags-and-redirect-incorrect-ones

    Does this help?

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  • Keith Rockhold

    This seems capricious. Why can't tags be changed? As a workflow matter, it's not like tags represent some critical portion of the record. We have no other way of categorizing our tickets. This policy makes reporting using the tags almost useless to us. 

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  • Univa IT

    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.)

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  • Keith Rockhold

    Does this "Not Planned" tag mean that's the end of this, or are you folks going to reply to us?

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  • Matt Picio

    +1 on adding tags to closed tickets.  Since a closed ticket is otherwise unmodifiable, I don't see how that would be a problem.  We could definitely use this to identify and track closed tickets.

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  • David Bauman

    +1

    This would be a huge benefit.  Not only that, but I'd love to be able to 'bulk tag' a series of old tickets.  A database script?  A SFDC function?  Anything?

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  • 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.

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  • Ben Schutz

    With the arrival of the final word on forcing archive/closing of tickets after 28 days ((https://support.zendesk.com/forums/1848/entries/57109?page=2), I think we should again explore keeping ticket tags dynamic for closed tickets so that we can add/remove tags even when a ticket is closed. It can make a big difference in being able to keep data accurate for reporting. I suspect that this might be more doable than as tags might exist as relational objects to tickets, but perhaps are currently added to the archived object when a ticket is closed. Am I close? 

    Can there be some analysis done on the processing cost of have tags remain dynamic/editable?

     

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  • Ches Spencer

     

    @Jake - The ability to add and remove tags from closed tickets would be an extremely useful feature to correct historical data for my company. This feature is a windfall for Zendesk customer satisfaction because it provides a flexibility for companies like mine who require metrics and reporting to justify new hires, which adds more seats in Zendesk. I excited to see this feature added to your road map as I know Zendesk is just as progressive as its user community.

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  • Stephen Pryke

    +1 for this from me. It's particularly problematic for us, as we tend to merge a lot of tickets to keep information channels sleek, and this automatically closes the merged ticket.

    We try to remember to remove tags before merging, but working with a large number of agents, mistakes inevitably crop up. It seems odd that we can't simply remove the tags afterwards, too. 

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  • Matt Picio

    I can understand why you can't remove tags - everything in Zendesk and GoodData is oriented around tags in some fashion, and most of our reports depend on them.  That said, it would be great to have an option in the admin settings which would allow tags to be A: unmodifiable, B: able to be added, or C: able to be edited/removed.  I agree 100% with not being able to modify the details of a ticket after it's been closed, but tags are metadata and have uses outside of the life of the ticket.

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  • Rafa Viana

    I also need the ability to add tags to closed tickets. How else would I be able to properly organize my tickets for accurate reports?

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  • Adam O'Brien

    In addition to all of the above, the ability to edit (in the very least) the Requester for closed tickets would be a tremendous help.

    We have only just recently been digging into past ticket history and I am finding that there is a good amount of tickets that have incorrect Requester info (mostly 'Caller:xxx'). It would be a much simpler process to be able to simply edit the Requester of the ticket that is closed instead of have to go through 70+ pages of End-Users and edit the info that way.

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  • Renato Lyke

    +1

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  • Kevin Rocci

    Definitely a feature we need at our company: delete old, deprecated Tags from the database. A couple reasons:

    1. Things change and we need to be able to reflect this change in our data.

    2. If any Tag is accidentally misspelled or typed it enters the database FOREVER.

    3. We have confusion caused from mis-typing tags and from point 2. For example, we have a "not_reached_lesson" and "not_reached_lessons." There are many examples of this. We need to eliminate the inaccurate tag so that people answering tickets don't choose the wrong tag.

    We do not need to delete tags from old tickets, necessarily. We just need them to not show up when people start typing out a Tag. It adds a lot of confusion with them there and encourages errors, not prevent them.

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  • Matt Picio

    Agreed.  We have a number of instances where GoodData reports multiple tags as separate categories in a given report - and sometimes have to go through extensive contortions with our reporting in order to get them to display properly.

    I understand Zendesk's reticence about allowing modification of closed tickets, but that's a major issue for quite a number of your customers which needs to be addressed in some manner.  Perhaps an improved audit log.

    Right now, it's impossible to add tags or replace them (making it impractical to extend reporting to legacy tickets when new tags are added or old ones deprecated/replaced), impossible to add CCs to closed tickets (meaning end user customers have zero visibility into historical tickets - and when tickets belong to an org and the submitter no longer works for that Organization - zero visibility into that ticket for the org), and impossible to add any metadata which might aid in future search.  These are not trivial deficiencies in the product and make it VERY DIFFICULT to use Zendesk effectively in the Enterprise sphere.

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  • Jonathan March
    Community Moderator

    +1

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  • Capucine Martin

    We need a way to modify closed ticket for better reporting !

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  • Darrington Bevins

    Basically, without the ability to append/amend/modify closed tickets, the entire tool fails as an analytics and reporting solution. This will be a deal breaker for my organization. I love the Zendesk tool, but the data becomes stale if we cannot manipulate it to conform to current metrics. frankly, it doesn't matter how good your reporting tools are is you have stale data, because you become limited to the metrics needs you anticipated before the data goes stale.

    Anyone developing reporting systems for Zendesk should consider this before investing your time supporting this product.

    +1

     

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  • Diane Albert

    +1

    We have a tag "password" and also "passwrod" - if i don't catch that withing my "keep the stuff not-closed for a gazillion days", then that becomes part of my tag list.

    I understand the concept of not wanting to change the actual communication chain in the ticket, but yes from reporting, this stinks.

    This did catch me for an important upgrade request - i knew i had more "password" issues than what displayed.  Fortunately, I could hide that I had to search for password and passwrod, but my data will always be tainted.

    And try explaining that to someone new who is setting up their own views or personal macros (which *I* as an admin can not administer YET...another +1 there).

    Diane

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  • James Scott

    I also would like the ability to add tags to closed tickets. My use case is that I review all feedback received and choose to exclude some feedback from customer's personal metrics where the feedback is clearly reflecting the product and not the agent performance. I use Gooddata to display agent feedback on big screens around the office and there is no way for me to exclude these tickets from the calculation unless I can be quick enough to add the tag between the feedback request being sent out and the ticket moving from solved to closed.

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  • Stephen Pryke

    Any end in sight for this? Every day it gets more and more frustrating.

    I found yet another incorrect tag today in a closed ticket which one of our 39 agents had mistyped. It won't affect statistics too much, as it's currently only one ticket, but it will remain in the tag suggestion list to prompt other agents to use the wrong spelling. How nice of it.

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  • Pam Helf

    +1 for adding the ability to edit tags. This would be extremely beneficial to us as we just set up our Zendesk and didn't necessarily realize that tagging would play such an important part in reporting/analyzing for future training issues, FAQs that should perhaps go into our Help Center, etc.

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  • Pablo Destefanis

    +1 I need to reorganize them, not being able to do so means I cannot have long term stats look the way I need them today, only the way I needed them two years ago...

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  • Rania

    +1

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  • Kevin Collins

    gahhhh! Just ran into this. "Please get a new metric of something we didn't track for the last 3 months." 

    Me- "Oh yeah, no problem- I can run through a whole mess of old ZD tickets and add tags to them, no sweat!" 

    *goes back to the beginning of the year*

     

    "Huh, is that form broken? Let me try another browser. Uhhh. Nope. Can't do it."

     

    :(

     

    I don't care about the reopening of a ticket, I can deal with a followup, but being able to track a new metric from past events is kinda important. 

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  • Tim Book

    +1

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  • Jackie Barefield

    +1 for me too.

    I agree with the above mentioned reasons for this feature. But most valuable would be that post-closed tag additions, deletions and modifications would allow us to keep our data clean, instead of living with mistakes we/our agents made when we were new players 

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  • Andreas Larkfeldt

    +1

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  • Deborah Anderson Bialis

    The ability to edit tags on closed tickets is absolutely necessary to track metrics across a wide aray of tickets and time frames vs. just going forward. Are there even any counter arguments on why making it possible to add tags later would be a bad thing?

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