Allow end users to update fields after ticket is created

Yes, please add this request.

It’s essential that customers, not our agents, are responsible for updating specific ticket fields after submission — such as PO number, asset number, and item serial number.

This information directly impacts billing, so it’s important that the responsibility sits with the customer to ensure accuracy. This also removes the risk of agents being held accountable for mistyped or incorrect entries.

Kicking the can down the road has been the stragety since 2012 so a request for 12 years now. How many more years do we need to wait before a simple customer experience for end users can improve?

Hi all, unfortunately we are not able to provide a timeline for this as our 2025 is packed with other initiatives that we're set to deliver. I realize this is not the news you'd like to hear around this highly requested feature and we'll continue to try to make a case to make this a priority. Please continue to engage and upvote. 

We are also looking to add this feature based on feedback from our clients.  As well as being able to directly update the ticket fields in the HC Requests page, this would allow us to build more integrations.  At the moment, we are looking to add additional questions to our CSAT survey directly within Zendesk.  Because natively it only supports one field, we wanted to look at adding additional fields and have the users update them directly.

I'd also like to respond to some of the negative feedback I've seen.  While it's very understandable to be frustrated with the often times slow pace of taking up feature requests in the product feedback forum, I have seen many requested features that were developed.  It can take a few to many years, and I've also seen some features that were requested for more than 10 years.  I'm also a long time Zendesk user, so I can really feel the pain on things that I feel are very obvious and required changes, but they don't get picked up at all.

So I'd still encourage folks to post their requirements and use cases here.  Worst case scenario is the feedback gets on the Zendesk Product team's radar and they let us know it won't happen, or that it is something they are looking into and it may not happen for years.  Best case like the multi-org or round-robin routing feature is that it will be implemented after some time.

Giving end users the ability to edit certain fields would be an extremely helpful component to maintaining structured data and workflows-- I am surprised to see the years of feedback regarding this, with little to no product engagement or context as to why/why not. 

I envision this feature implementation as including an option in the field configuration, to update the existing Permissions to the following:

• Agents can edit 
• Customers can edit when submitting a request
• Customers can edit before and after submitting a request 
• Customers can view

CC: 1264663904669 1263082253089 

+1 to this. End users could greatly benefit from this change. 

We are still suffering with the customers not being able to amend the subject line after the original ticket has been submitted. e.g. they add the word urgent to the subject.

Other customers also use their own ticket systems and when they add their own ref after ticket creation, it does not pull through to our ticket. We then reply without their ticket ref and create a mis-match of ticket refs between us and the customer.

Understand we need to keep the ticket ID placeholder (and assume the metadata keeps the customer replies and agents replies in sync), so why can they not make an edit to subject line.

For those people that don't wish to wait until 2035 when Zendesk has maybe added this, we have implemented the following as a workaround:

We communicate to our customers that they can escalate issues through mail or portal, by adding a comment '#escalate' to a ticket.
We have added a checkbox field 'Flagged for escalation' to our form, visible to agents and end users

From our end we have created a trigger that checks for the following conditions:

- Ticket is updated 
- Comment text contains at least one of the following words: #escalate

for actions we then added a field change to check the Flagged for escalation checkbox which adds visibility to the end user
We added a view for our team leads which adds the ticket to their view for easy reference
And we use a webhook which adds a public comment to the ticket to confirm that we have successfully received the escalation request.

Let me know if this has helped you!

Hi all, PM for roles and permissions here. While 2024 is already looking packed, we'd love to see if we can squeeze this in. I'll work with relevant teams to identify how and communicate timelines back. 

Please note we have a use case where customer needs to provide more details on a ticket & we need it in a field which can be shown in views as a column & not a comment.