Feature Request - Ability to edit closed tickets

5 Comentarios

  • Billie Harland

    This is a serious product gap and undermines what limited value Zendesk has for reporting on ticket trends or historical support engagement (especially using outside systems). I see that post '203421476' has had it's comments blocked, is Zendesk product not engaging on this any further?

    I understand that new features close new deals but having a pretty substantial amount of tickets synced to the wrong orgs seriously compromises ticket history/trend reporting. Without the ability to fix those as an admin by changing the orgs on the closed tickets, our only options are to ask you (which appears fruitless) or start scoping other tools.

    Using Zendesk as part of a holistic approach to engagement is not optional, please reconsider abandoning the idea of admins being allowed to administrate their ticket data (i.e. edit basic fields on closed tickets).

    5
  • Florian W.

    I fully agree with Billies post.

    We also need the possibility to edit tickets that are closed.

    Especially changes like changing the organization if it was not assigned correctly.

    Maybe Zendesk could implement it for Enterprise customers only so they might have a $$$$ plus for more people changing to enterprise?!

    4
  • Wayne Smith

    This is a must

     

    2
  • Bill Anderson

    Agreed. We have numerous tickets incorrectly marked as Problems which skews historical analytics requiring us to always remember that the data is not accurate.  I fully realize that these should have been properly categorized upon creation, but I just started at this job a few weeks ago.  I didn't have eyes on the ticket creation process until now and have no way to correct the data my superiors are relying on me to provide.  This requires extra effort, explanations, conversations, and asterisks that could be completely avoided if I could only edit this one field on closed tickets.

    Further, it makes no sense that as an admin I can delete these tickets, but I cannot go back and correct them.

    1
  • Billie Harland

    The most absurd part is that this has been an issue for 12 YEARS:
    https://support.zendesk.com/hc/en-us/community/posts/203421476--Closed-for-comments-Add-or-Edit-Tags-on-Closed-tickets

    ... with hundreds of responses noting how important it is to be able to edit archived tickets. Despite that, Zendesk seems doggedly determined not to fix this product defect.

    0

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