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

260 Comentários

  • Dan Ross
    Ações de comentário Permalink

    Tags and field editing are very important, but also attributes like Ticket Organization for example are really important too.

    Because there's no Merge Organizations feature (and there isn't going to be one, according to the last official update) we need to be able to move a requester's tickets to a new organization if needed, so we don't fragment ticket history when one of our customers buys another, or when we need to correct a sync issue and remove duplicate accounts. 

    IMO in order to successfully scale with the needs of the different of Zendesk users, all ticket properties should be editable by an administrator or other role-specific permission once Closed. 

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  • Lori Marra
    Ações de comentário Permalink

    I 100% agree, administrators need the power to edit 'closed' tickets. it's our data, and we need to be able to modify it appropriately to allow for meaningful analytics (that we pay extra for).

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  • Paul Chambre
    Ações de comentário Permalink

    This seems to have been a request for almost 10 years. Which implies that Zendesk is not going to change their minds about it. Might be nice if you could say more about why. It's not like other systems don't allow annotation of closed tickets.

    My use case is probably similar to that of a lot of other customers: we added a Product Area property to allow us to better mine support data for areas that would most benefit from additional development or documentation investment. We took a first stab that those categories, and added an Other for the rest. Now we would like to go back and split out Other into additional categories as well as categorizing the historical tickets that were added before we had Product Area. Having to extract ticket history and then backfill that data in an external system, and report on it in an external system, seems unreasonable.

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  • Neil Lillemark
    Ações de comentário Permalink

    Nicole:

    I'm happy to hear that the goal is to get this fixed in the next 10 weeks.

    FYI - It might help if there was some forum available where you could list the targeted/prioritized changes that are taking priority over this "for more customers", because what we see on our side are lots of NEW features being announced regularly based on guesses for creating additional revenues rather than changes affecting every-day usage for existing customers like this issue. (It's a common problem in Software unfortunately).

    Clearly this problem won't show up for someone before they purchase, only something you run into after using the product for awhile and start to consider metrics.  It's natural that PMs will be driven towards expanding the customer base, but "taking care of customers" is the flag Zendesk likes to hold up, and in this case, these recent comments are simply trying to reflect the frustration that this change needs to be taking as long as it has.

    Neil

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Thanks for jumping in Dan. That's a very accurate summary. 

    Neil, Dan is correct, that the product team has indicated that they'll start investigating sometime in Q3. We don't know for certain what those investigations will determine. But they are aware and trying to find a solution to the problems exposed in this thread. 

    As stated in the guidelines for the Product Feedback topic, all ETAs - when given - come with the caveat that timelines often change and none of this is a firm commitment. We are, however, trying to be as transparent as we can to keep our customers in the loop. 

    With regard to your comment about prioritized changes, this is the forum where we do that. We're very aware that it doesn't work well for that purpose, and you'll see some significant changes coming to the community as a whole and the way we conduct Product Feedback conversations in particular. If you'd like to provide feedback on what changes we could make to the Help Center to make it a better resource, we'd love to hear your thoughts here: 

    Share your ideas for improvements to the Zendesk Community

    We get a LOT of feedback from users in tickets as well as the conversations our customers have with their Account Execs, Success reps, or via the interviews conducted by Voice of the Customer. The Community is just one of many data points, and sometimes features that are highly requested in the community are not highly requested any where else. Sometimes there's something we really want to build or think would be cool, but it gets interrupted for more pressing things - an example of this would be having to scrap a bunch of things/push them further down the list in order to build GDPR compliance functionality when that became something we HAD to build for. 

    Would it be helpful for us to aggregate all of the community threads where users have requested something that we did build? I could probably make that happen in short order if that visibility would be useful. 

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  • Neil Lillemark
    Ações de comentário Permalink

    ok - I guess I was just getting a little ahead of myself.

    Offering a "roadmap" page that lists which features are being worked on and their ETA for completion would be useful for a SaaS product like Zendesk.  Your GDPR example is a good point on how priorities change - I understand that such things happen, but I still feel that "fixing" things tends to fall after "building cool stuff" too often with software in general, since "cool" is relative.

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  • Shane Pinnell
    Ações de comentário Permalink

    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.

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  • Yazmin W.
    Ações de comentário Permalink

    @tom - I'm interested as well. Thanks.

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  • Kamal Chahine
    Ações de comentário Permalink

    @tom I am also interested in what system you plan on moving to?

    1
  • Frank Roberts
    Ações de comentário Permalink

    If the ticket had a field named editable with a Y/N and this was only exposed via the API, we could switch the flag from N to Y and make the changes to the closed tickets and flip the editable switch back to N. In my use case, I wouldn't want to this exposed to the end users or agents. 

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  • Dan Ross
    Ações de comentário Permalink

    Instead of needing to do this per ticket and make a bunch of extra API calls, I'd have it be a role-based permission. Admins could edit any tickets, for example, or if you made a custom QA role, they'd have the permissions to do the same. Regular end users or agents would not be able to.

     

    My 0.02.

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  • Irith Williams
    Ações de comentário Permalink

    @Nicole I appreciate your constructive approach to this... but can I just point out the irony that what you are suggesting

    Would it be helpful for us to aggregate all of the community threads where users have requested something that we did build? I could probably make that happen in short order if that visibility would be useful. 


    ...Is exactly the functionality your ZenDesk customers are asking for in this feature request... and apparently have consistently been denied. We want to be able to tag and edit tags on closed tickets so that we can perform exactly this type of query and analysis.

    We are currently reviewing ZenDesk with a view to purchasing a support system. I will be lobbying hard to find an alternative product that allows us to tag closed tickets.

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  • James P.
    Ações de comentário Permalink

    10 years? Is this seriously not done in 10 years? This can't be real?

     

    +1 to say the least

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  • Nick LaColla
    Ações de comentário Permalink

    Editing custom fields for purposes of reclassifying tickets will allow us to better report on trends retroactively.

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  • Traian Vila
    Ações de comentário Permalink

    We also need this, the use case:

    We have integrated Jira and Zendesk and want our customers to be able to track the linked Jira bugs through Zendesk without actually keeping the support tickets open.This would mean that we expose the linked bug and status in custom fields and sync them with Jira.

    Keeping the Zendesk tickets opened until the bug will get implemented will break the SLAs so we need to be able to update the custom fields after the ticket was closed.

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  • Bryan Matias
    Ações de comentário Permalink

    +1, extremely useful

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  • Jon Schlueter
    Ações de comentário Permalink

    Preach! ^

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  • Chris McCauley
    Ações de comentário Permalink

    Yes, we need this too - and the ability to change Ticket Type

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  • Chris McCauley
    Ações de comentário Permalink

    @Jake: That's odd, in a few of our old Ticketing systems, changing the text of the ticket type was possible. In this case, I simply want to change the word Incident because our user's don't understand the difference between that and problem. Sounds like it should easily be possible - unless you've hard-coded the words somewhere ;-)

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  • Andrew J
    Ações de comentário Permalink

    Hello contributors.  I have a feature request that may be of assistance on this.  While I can understand the reasons for not allowing editing of closed tickets; the idea of allowing control or approval of tags and altering or automatically changing similar or misspelt ones to a correct tag may give us some of the control needed.

    See https://support.zendesk.com/entries/366131-tag-control-ability-to-specify-standardised-tags-and-redirect-incorrect-ones

    Does this help?

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  • Univa IT
    Ações de comentário Permalink

    Also the list of modifications to tags is available in the "All events and notifications" link on a ticket.  So, no record is lost in the case of a need for auditing, etc.  There's no functional reason to disallow this.  (I can only speculate that the way they've organized their internal database must somehow make this difficult, or they would've fixed it by now.)

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  • Keith Rockhold
    Ações de comentário Permalink

    Does this "Not Planned" tag mean that's the end of this, or are you folks going to reply to us?

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  • Univa IT
    Ações de comentário Permalink

    You can bulk edit using a custom script, and the JSON/XML interfaces to Zendesk.  But that method is still blocked by this unresolved bug of tags not working on closed tickets.

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  • Adam O'Brien
    Ações de comentário Permalink

    In addition to all of the above, the ability to edit (in the very least) the Requester for closed tickets would be a tremendous help.

    We have only just recently been digging into past ticket history and I am finding that there is a good amount of tickets that have incorrect Requester info (mostly 'Caller:xxx'). It would be a much simpler process to be able to simply edit the Requester of the ticket that is closed instead of have to go through 70+ pages of End-Users and edit the info that way.

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  • Renato Lyke
    Ações de comentário Permalink

    +1

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  • Matt Picio
    Ações de comentário Permalink

    Agreed.  We have a number of instances where GoodData reports multiple tags as separate categories in a given report - and sometimes have to go through extensive contortions with our reporting in order to get them to display properly.

    I understand Zendesk's reticence about allowing modification of closed tickets, but that's a major issue for quite a number of your customers which needs to be addressed in some manner.  Perhaps an improved audit log.

    Right now, it's impossible to add tags or replace them (making it impractical to extend reporting to legacy tickets when new tags are added or old ones deprecated/replaced), impossible to add CCs to closed tickets (meaning end user customers have zero visibility into historical tickets - and when tickets belong to an org and the submitter no longer works for that Organization - zero visibility into that ticket for the org), and impossible to add any metadata which might aid in future search.  These are not trivial deficiencies in the product and make it VERY DIFFICULT to use Zendesk effectively in the Enterprise sphere.

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  • Jonathan March
    Ações de comentário Permalink

    +1

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  • Capucine Martin
    Ações de comentário Permalink

    We need a way to modify closed ticket for better reporting !

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  • Rania
    Ações de comentário Permalink

    +1

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  • Kevin Collins
    Ações de comentário Permalink

    gahhhh! Just ran into this. "Please get a new metric of something we didn't track for the last 3 months." 

    Me- "Oh yeah, no problem- I can run through a whole mess of old ZD tickets and add tags to them, no sweat!" 

    *goes back to the beginning of the year*

     

    "Huh, is that form broken? Let me try another browser. Uhhh. Nope. Can't do it."

     

    :(

     

    I don't care about the reopening of a ticket, I can deal with a followup, but being able to track a new metric from past events is kinda important. 

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