Reopening Closed and/or Archived Tickets

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8 コメント

  • Nicole S.
    Zendesk Community Team

    Hi Matthew, 

    Thank you for your feedback. Can you tell us more about your workflow and why you find users needing to reference past support tickets? Also, how frequently do you find that you would use this functionality? And how significant of an impact would it have on your workflow? 

    To provide some background, the reason we have tickets close and archive is that it saves on storage space and keeps load time manageable. If all tickets remained active (unlike the "read only" type of format they move into once closed and archived) we would need to charge significantly more for storage and infrastructure in order to avoid performance issues. Would you be willing to pay more in order to have this functionality? 

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  • Matthew Strietzel

    Hi Nicole,

    Our use of Zendesk Support may be a bit unorthodox, particularly in comparison to a retail company or something. We manage communication regarding subscription account management through Zendesk, and it is often useful/necessary to reference agreed upon parameters of a user's subscription when answering a support question. We are also often answering complex regulatory questions that a user may bring up again after a ticket is closed, sometimes several months later. Additionally, if a user comes back disputing something, it would be nice to provide our past comments and communication for proof and/or context.

    I think I understand the storage space issue; however, it just seems that, given how I (an agent) can already look at associated closed/archived tickets and comments in Zendesk, that Zendesk could maybe have a feature that enables agents to load past comments from associated tickets.

    This issue doesn't come up terribly often, maybe once a month. The work around I've been using is taking screen captures of public comments from the relevant archived tickets. I think whether or not our company would be willing to pay for an additional feature would depend on price and/or if the feature is included in one of the higher tiered Zendesk Support plans, such as Enterprise or something.

    Thanks,

    Matt

     

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  • Nicole S.
    Zendesk Community Team

    Hey Matt -

    Thanks so much for the additional context and detail. That kind of information helps our product managers understand the need better. I can't promise that anyone will be able to respond or make these changes but we'll make sure that your feedback gets to them.

    -1
  • Donald Theune

    I would like to be able to reopen closed tickets AND Archived Tickets so that I could see what combination of BOT Knowledge Base and manual restriction of proposed articles was used to define a more succinct set of possible Articles for Visitor's to get from the Answer BOT.  I don't understand the comments in the Community Section about save-space, and memory concerns.  Put a limit on my memory and let me know when I'm approaching that limit - and let me decide what tickets I am willing to throw away.  There is always a need to refer to an old ticket as soon as it's no longer available - it's Murphy's Law, and it's perfectly adapted to computer "memory vs. need" issues.

     

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  • John Morrison

    I would like to see admins be given the ability to re-open closed tickets.  This would definitely be preferable then having to create an entirely new ticket. Especially in cases where the existing ticket has been open for awhile and gets closed by mistake.  Having to refer back to a separate ticket for documentation on an issue or project is time consuming and inefficient, both from our stand point and our customers.

     

     

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  • Ann McKinney

    This is a VERY IMPORTANT feature that I'm quite surprised is not available, at least for admins. We have tickets with important information that require reopening, but this system is very cumbersome if we have to open a new ticket and can't even merge the two together to quickly access the old information. This happens frequently and was available in the prior support system we recently migrated from.

     

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  • Tom Shaddock

    Completely agree - the ability to reopen closed tickets will allow us to correct data issues with these tickets, like assigning the correct organisation to tickets. Some of ours didn't have an organisation assigned to them, were completed and closed but now lie as outliers in reports. We're now completely unable to correct this data due to them being closed.

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Tom,

    Thank you for reaching out to Zendesk Support.

    We do appreciate the feedback regarding this request but like what my colleague Nicole mentioned, if this will be implemented, there will be some changes to the charges since this is being done to save on storage space and keeps load time manageable for tickets.

    This is something that needs to be checked by our product managers and devs. If this is something that should be added and really needed by our customers.

    We cannot make any promises anyone will be able to respond or make these changes but we'll make sure that your feedback gets to them.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist

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