Shane Pinnell

Just adding my 2¢. Created a trigger that replies to any email with "Thank You" or "Thanks" in the comment on a solved ticket. The reply has [Reopen] in the subject and asks them to resubmit if they do indeed need additional support. If a [Reopen] reply is received, it reopens that ticket. Seems to be working well.

While this has been an ongoing annoyance with Zendesk for years for me, at this point I would happy with just being able to curate the autopopulate list of tags. That would help alleviate the random junk people add. And yes, I know there is a tool like "Tag Locker", but that doesn't work on mobile for us.

The first request was in 2009, the "Official Comment" was from about 6 months ago? Is this in the works or should I give up on it?

Agreed! 100%

The legal argument is easily solved by ensuring an appropriate audit trail for all modifications, which Zendesk already provides.

The inability to modify tags makes tagging all but useless without considerably clean-up efforts. I cannot, at a glance, see what is actually going on because people tag things incorrectly and they cannot be fixed so are forever polluting the tag cloud.

The inability to modify custom fields similarly ruins reporting from those fields.

Andrew Reback +1 for this, as it stands tags are all but useless for me.