Marie-Nancy

Hi Dane!

 

Will we be able to edit the status of the closed tickets? Or any other fields? My main concern is that if someone chose the wrong choice in a field, as soon as it's closed automatically by Zendesk, I'm stuck with tickets in a view where their shouldn't be....

Hello,

I also opened a ticket about that irritating feature. We use personnalised field on our ticket and if one of my employees forgot to delete it when the ticket change as closed we can't go back to change the status of the ticket for example. You should keep the logic that the ticket is put on the closed statuts after a maximum of 28 days but you should allow us to go back on it to change personnalised fields for example. The solution that was proposed to me was to add flow on my flow and I don't want that. I just want a solution to be able to edit the fields on the ticket (not the status).

Hello,

I also opened a ticket about that irritating feature. We use personnalised field on our ticket and if one of my employees forgot to delete it when the ticket change as closed we can't go back to change the status of the ticket for example. You should keep the logic that the ticket is put on the closed statuts after a maximum of 28 days but you should allow us to go back on it to change personnalised fields for example. The solution that was proposed to me was to add flow on my flow and I don't want that. I just want a solution to be able to edit the fields on the ticket (not the status).