Billie Harland

That's good news, I'm glad y'all were listening. With that said, I hope editing tags isn't the whole of it as that would have pretty limited value for a lot of us.

Dane Corley if Tags will be editable on closed tickets, does that mean that we will be able to edit other ticket field values on closed tickets by virtue of the updated tags using automation or the like?

In addition, is this a first step in more field editing for closed tickets or the entire solution? It's a good start but I hope that this is step one before expanding to more fields (whether directly or via API).

Realistically, the answer is pretty simple Gaurav Parbat: all fields on closed (archived) tickets need to be editable by administrators. That may be daunting but it's our customer data and not only does this product limitation make Zendesk less scaleable and usable, it can introduce real risk if the wrong user is associated to a ticket before it is archived. As an extreme hypothetical, if data for one customer was exposed to a different customer as the result of a ticket having the wrong user associated with it, that becomes permanent once the ticket is archived. As a Zendesk customer, our only recourse today would be to delete the ticket but that just removes the record of the incident both for us and the customer. Do you see the problem there??

All of us commenting in this thread have been negatively impacted by data integrity issues as a result of "archived" tickets. At the barest minimum, I'd say we need editing by administrators on archived tickets for the following system fields:

• Requestor
• Assignee
• CC
• Tags

... with custom fields (and the remaining system fields) coming shortly thereafter. Even just edit access by admins on archived tickets for Requester and Assignee would go a long way assuming the associated org would update when the requestor does based on the user's org membership. While I'm skeptical that last part could be accomplished given the architecture that appears to underpin this issue, I remain hopeful and encourage y'all to take this seriously as it is table stakes for an enterprise SaaS platform. Please feel free to reach out if you'd like some specific examples where we've run into trouble due to this product limitation.

Absolutely Rich, no slight intended on my part. Verifying the claim is a responsible and reasonable thing to do. I remain hopeful that Zendesk will take this seriously, good luck to you!

Rich, I appreciate your wanting some verification of the claim but Johan is correct. As I noted, in this very thread, back in 2020:

"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."

... and that was coming up on 3 years ago now. This is fundamental for enterprise companies and we won't be able to overlook it, or live with it, indefinitely.

This has been a product defect in Zendesk for 13 years now:
https://support.zendesk.com/hc/en-us/community/posts/203421476--Closed-for-comments-Add-or-Edit-Tags-on-Closed-tickets

... with hundreds of responses on multiple threads noting how important it is to be able to edit archived tickets. I somehow doubt their competitors (at ServiceNow, Oracle, or SalesForce) have this problem.

Administrators should be able to edit closed tickets, this is NOT an optional feature for an enterprise company. This product gap makes a mess of our support ticket data and, given their unwillingness to address it, any enterprise company considering Zendesk support should probably explore other options.

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.

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 its 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 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 your stance on this and allow admins to administrate their ticket data (i.e. edit basic fields on closed tickets).

Edit: for clarity