[Closed for comments] Add or Edit Tags on Closed tickets

260 Comentários

  • Justin Robinson
    Ações de comentário Permalink

    +1

    I have a similar use case to those mentioned by many other users in this thread. There are over a year's worth of tickets in my Zendesk account, many of them already closed, which I want to tag for a number of metrics that we didn't know we wanted to be able to gather at the time the tickets were closed. 

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  • Andreas Pfeiffer
    Ações de comentário Permalink

    +1

    I think it would be nice being able to change/delete the tags on closed ticket for all reasons already given in this thread (old tags not relevant anymore, typing issues, etc...).

    The only way I found out to make my own tags cloud with the relevant (or renamed tags) is to use the API and before printing my cloud, make all those different operations (delete/replace/etc..) within my script after calling /api/v2/tags.json

    A bit a lot of work for some cases, but I don't see any other option today

     

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  • Heather
    Ações de comentário Permalink

    +1. A fledgling product's community team is going to have a lot less insight into the best nomenclature to use for their product and userbase than one that has existed for a long time. I want to be sure that the tagging system that I come up with now has the flexibility to grow with our product. It doesn't look like Zendesk has the ability to give me that assurance right now, sadly. 

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  • Paul Colley
    Ações de comentário Permalink

     

    +1.  It seems like they could add a new type of tag that can only be applied (added/removed) to a closed ticket, that would not actually modify the ticket.  The closed ticket could still be seen in it's pure original state.  ITIL standards would be preserved.

    Since this request has been unmet now for over 5 years I doubt they are going to fix this.  Time to look at competitors if you really need to do full data set analysis..

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  • Daymon Nin
    Ações de comentário Permalink

    +1. Could not agree more. The lack of response or explanation form Zendesk on this is deafening. I've never seen them actually explain that ITIL standards are the reason for not doing this - it's been an assumption made by forum posters over the years.

    This one issue alone tells me how little zendesk actually care about their customers. I tell anyone looking at system to steer clear of zendesk. Not because of the product itself - but because of their poor responsiveness. Amazing that a support systems company should itself have such poor customer relationships.

     

     

     

     

     

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  • drldcsta
    Ações de comentário Permalink

    +1 on this as well. Pretty much everyone has outlined the use case for this in great detail. I understand product feature decisions are hard to triage, but that this has been an open ask for 5 years seems extreme. I need my org to be able to get more out of ZD than they put into it, and if there's no way to periodically sanitize our data (align tags to new schemas, add tags to cases that are found to be part of a trend, etc) this is near impossible. 

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  • Jacko Leenders
    Ações de comentário Permalink

    +1, it is just not of this time to have a system that is so rigid that you can not even improve upon your reporting capabilities.

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  • Robert Lee
    Ações de comentário Permalink

    +1 Not having the ability to even add a incident to a original problem after it is closed causes major issues with reporting as well as being able to keep track of all of your major problems.

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  • Heather Rommel
    Ações de comentário Permalink

    I wish edit-ability was available for merged tickets that were merged by accident and now closed. 

    wow that reminds me, can we have an un-merge feature please?

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  • Greg Deemer
    Ações de comentário Permalink

    Ugh, I just want to correct typos that arose from manual tagging. (e.g. change nisdc-0051 to nsidc-0051). 

     

    For context, this is the dataset which a user had a question about: http://nsidc.org/data/nsidc-0051

     

     

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  • Jeremyp
    Ações de comentário Permalink

    Shameful behaviour from Zendesk - ignoring the demands of customers like this for 5 years.  They could easily allow this with an admin-only "Enable closed ticket modification" setting.

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  • Jeremyp
    Ações de comentário Permalink

    Jake, it's not even editing tickets that we're asking for, just the ability to change tags on closed tickets in order to allow them to be included in reports - when I say "reports", I mean searches by tags.  I don't want to modify anything else - I don't have the time - but I want to be able to quantify accurately the number of tickets I have using particular tags.  There's an audit trail of changes to tickets - so what really is the problem - or are you guys just hung up on an itil principle?

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  • Jeremy Flanagan
    Ações de comentário Permalink

    At the suggestion of some experts in your analytics dept, we recently changed our flow for handling bad csats by closing out tickets immediately when the requester rates their experience. Previously, we had a very house of cards flow in order to properly follow up, but were having issues reporting on agent CSAT properly.

     

    However, since changing, the follow up process is a nightmare. Our process is that team leads review bad rated tickets and choose whether or not to follow up, but have no way of marking a closed ticket as reviewed, which is adding the unnecessary work to this process.

     

    I second the motion to have SOME functionality regarding editing a closed ticket. There are too many use cases to warrant complete inactivity here. 

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  • Andreas Lärkfeldt
    Ações de comentário Permalink

    @jake - When I read through this list of comments in this matter I can't see any reason why Zendesk shouldn't make this possible.

    Couldn't you please tell us what the problem is? Is your entire database structure build upon this fact? I want to understand why you can't just fix this - but I just don't see your point of view?

    And if you don't make your point of view more clearer - then I just can't stop being extremely annoyed on you in this matter! :)

     

    (my solution to this is to NEVER set a ticket as CLOSED - but this can't be how to do this)

    Best regards

    Andreas

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  • Jeremy Flanagan
    Ações de comentário Permalink

    @Heather R +1 We see this all the time with out custom field for categorizing the reason for the inquiry. It's frustrating to create reports that use tag instead of custom field to make sure the historical data you're pulling is accurate.

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  • Andrew J
    Ações de comentário Permalink

    Just as a note for this @Nicole - you would be best to use a check box for the disable survey feature - this would negate any possible mistake.  Basically we never expect an agent to type in the tag box - everything is done via a field or macro.

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  • Andreas Schuster
    Ações de comentário Permalink

    Oh my god, miracles are indeed happening :)

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Scott - 

    The last thing we heard from the product team on this topic was that they were looking into the feasibility of this functionality, and that was in early August. I'm going to be checking in with them shortly for updates on several things, and this is one of the threads I've flagged to make sure that we update. 

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  • Baxter Robb
    Ações de comentário Permalink

    +1

    Here's my use case:

    I would love to be able to mass change custom fields on closed tickets with certain tags. I am deep into some productivity reporting using tags as a way to track certain tickets. Reporting on tags is difficult, especially with some of the custom metrics I have built. Reporting on custom fields is much easier and I would love to be able to change/add custom fields on closed tickets using an automation.

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  • Chad
    Ações de comentário Permalink

    To add to the reasons why this would be valuable, our company first started using zendesk something like 4 years ago. We’ve grown up quite a bit since then and have a much greater understanding of ZD and how useful the reporting can be. I imagine many other companies are in a similar boat, and although we’re planning on making large changes to take better advantage of our ticket data, it would be incredibly helpful to go through and update all of our archived tickets as well.

    Not many start using zendesk with the foresight of the future of their business, so inevitably older tickets will not be “up to code”. Once we make our large-scale changes to how we report things it will unsync with our old tickets making them almost useless to look at.

    We hope to pipe all of our data into a SQL database and can edit from there, but as mentioned by someone previously that will be very cumbersome. Would love to have this feature even if it were barebones.

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  • Davis Whitehead
    Ações de comentário Permalink

    +1

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  • Neil Lillemark
    Ações de comentário Permalink

    Although tagging can provide some relief, there are still fields that agents forget to fill in sometimes, and it's frustrating from a data collection standpoint to be unable to modify that data inside the system.  I still think that granting Admin's the right to change custom-field data after a closure should be available so that our data summary reporting can be made more accurate.

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  • Leslie McWhirter
    Ações de comentário Permalink

    I would really really like this. I frequently go back to old tickets and find they're lacking in tags, but once a ticket is closed we can't edit those tags. It would be very nice to have this functionality.

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  • Stephenlambillion
    Ações de comentário Permalink

    +1, would be very useful to flag patterns that are only identified over a longer period of time

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  • Jeroen van der Sandt
    Ações de comentário Permalink

    +1

    Also important for the upcoming GDPR legislation; if a customer wants to modify data or delete data in a ticket which is closed, we cannot redact the ticket to anonymise it anymore and deleting it will result in a loss of data (quantitative/qualitative non-personal data)

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  • Shane Pinnell
    Ações de comentário Permalink

    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?

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  • Angaza Support
    Ações de comentário Permalink

    +1

    I am taking over admin duties for our Zendesk instance for purposes of integrating with our BI product and cleanup, but now any improvements I make to data structure cannot be applied to old tickets. My alternative is adding complicated logic to our ETL process to differentially handle tickets based on whether they were Solved before or after a given change was implemented, which I would very much like to avoid.

    I'm still very unclear on why Closed tickets can't be modified; it seems like a resource-optimization issue rather than being a user-centric design choice. 

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  • Damon Dopfel
    Ações de comentário Permalink

    Hi Zendesk Support,

    Not sure if this example was already brought up as a possible use-case, but I've recently discovered that a newly enabled field was improperly set with a default value (when the default should have been null) and we didn't catch this for a few of weeks.  We have a heavy influx of tickets so a couple hundred made it to "Closed" status with an incorrect value populated before the issue was remedied.  I would love to go back to those closed tickets and simply update that field to "null" so our reporting is correct but the limitation of "No editing on Closed tickets" is a problem.  Please consider this example, if you haven't already, in your discussions to allow for tickets in Closed status to be edited.  Thanks!

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  • Dmitry Oronov
    Ações de comentário Permalink

    We are experiencing the same issues with tickets classification.

    The auto-tagging system appears to cause more trouble than good, so it was decided to disable it.

    Though we have a bunch of not related tags in our system now (including those misspelled by the staff), those appear in the auto-complete box when entering tags for new tickets and the support staff is making more and more mistakes.

    We need a way to replace tags for Closed tickets, as well as a way to actually manage those already recorded in the system (an ability to mass replace one tag with another, allowing to correct the situation caused by the auto-tagging system).

     

    Since you are not sharing ETAs with the community according to your rules, I have gone ahead and created a support ticket hoping to get the information we need.

     

    I believe that the best way for the community to raise the priority of this case is to not only add a comment on this thread but to create a support case also.

     

    Thank you.

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi Dmitry - 

    This is something that the Product team is currently looking into. However, there is not currently a way to edit tags on closed tickets, nor are there currently workarounds to accomplish this functionality. Closed tickets, as they exist today, are simply un-editable. 

    That being said, we're very much aware of the request. It's technically a very difficult thing to implement, as it requires changing one of the fundamental ways that the product works. This is part of why it has taken a long time for the team to work on. 

    For other users: posting in the Product Feedback forum is currently the best way to voice your feedback. The Customer Advocates who respond to those tickets have no more insight or ability to share ETAs than we do here in the Community. Our internal process is to direct all feedback here, so submitting it in a ticket will likely result in your being redirected back to the Community anyway. We are looking at better ways to capture and respond to feedback from users, but this is the process we have for the time being. 

    Thank you all for your comments. We'll share updates here when we have them. 

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