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

260 Comentários

  • Jüri Tarkpea
    Ações de comentário Permalink

    I must add +1 to this request here. When we started working with Zendesk, I really did not urge support people to start tagging tickets because "we would know better how to do it after 100th ticket or so". Now I would like to go through all tickets (about ~150 of them) and tag them but some of them are closed and I cannot edit the information. Any good practices in such case?

    17
  • Byron Patrick
    Ações de comentário Permalink

    It would be nice at least to simply purge an entire tag in one swoop. We are finally tryign to levage tags but now I have tons of irrelevant automated tags that are getting in the way...

    7
  • Mustafa Deliveli
    Ações de comentário Permalink

    Happy 10-year anniversary :)

    6
  • Chris Rosenbaum
    Ações de comentário Permalink

    Seems like kind of a silly policy, since they are our customers' tickets in our service desk, as an end-user company.  I can't imagine it's a huge engineering issue since closed is just a state of a ticket which would otherwise be editable, so it is just a storage or policy thing. Could make it just available to admins.

    This handicaps our ability to have better historical reporting and to add value to past experiences. This also prohibits the benefits of Zendesk feature additions to be extended backward. Also would be useful in cases of employee turnover, since it seems you cannot change the primary email of an account.

    5
  • tom
    Ações de comentário Permalink

    Amazing I just checked, I made a comment over a year ago on this and nothing changed. Anyway this is my last month with zendesk and switching to an alternative support platform - guess what you can edit tags on closed(archived) tickets. Don’t get me wrong this wasn’t the only reason I moved over but the general trend I am seeing is that zendesk is purely placed for multinational companies with robotic-like customer service employees. They really don’t care for anyone else or want to implement any changes that would help, it’s perfect the way it is.... This, I imagine, is why there are so many new support platforms entering the space, start shopping around and you will find a better fit and a for a better price

    5
  • Jeff McDonald
    Ações de comentário Permalink

    Me too. We're just getting our act together with tags and topics, and it would be nice to be able to go back in time and tag old tickets and/or turn them into forum topics via the standard interface.

    Priority: Nice to have

    4
  • RickBrock
    Ações de comentário Permalink

    I'm also running into the issue where I need to add tags to older closed tickets.  As an example, over the last several months I've had several users report issues with their LCD laptop monitors.  As each issue came into the help desk I tagged them with different tags, but then after a few months I recognized a common trend in these tickets and wanted to go back and tag all the related tickets with a "lcd_lamp" tag.  I need the ability to do this so I can keep a running list of how many tickets I've had that were related to the LCD lamp problem.  I wasn't able to do this because some of the tickets were already closed.

    4
  • Conrad Selle
    Ações de comentário Permalink

    NO TAGS FOR  YOU!

    4
  • Janaka Abeywardhana
    Ações de comentário Permalink

    +1 

     

    I need to make sure my stats are accurate. Some times agents add the wrong tag etc. so at the end of the month i need to run through the list of tickets and remove the certain tags.

    4
  • Lewis Chilton
    Ações de comentário Permalink

    I completely agree with Mike..

    considering the amount of comments on this post and how every company has the same problem of changing their tagging process or user error, this is clearly essential.

    For the half a day to days development it would take to implement this...your obviously costing yourselves money. You have probably spent half a day on this post itself.

    Seems clear it is just a typical stubborn developer mentality. How many clients do you need to loose before you implement this?

    4
  • Dan Ross
    Ações de comentário Permalink

    Neill is right, we need more than just tag editing.

    Better yet, please consider making 'Can edit Closed tickets' a permission set for User Roles. There are users we would trust with this that would not necessarily be administrators in our system. 

    We have agents assigned to QA'ing agent tickets, if they could note compliance issues and fix issues with closed tickets, this would be better for our data quality. 

     

    4
  • Danny Sofer
    Ações de comentário Permalink

    +1

    3
  • Samuel Brazier
    Ações de comentário Permalink

    +1

    3
  • sun
    Ações de comentário Permalink

    You most often realize only after the fact that there have been several tickets around a certain topic.

    Only by adding tags to already closed tickets, you're able to keep track of related tickets and take them into account in statistics.

    3
  • Jake Holman
    Ações de comentário Permalink

    @Chris: While we may be able to do editing of tags further down the line, I'm afraid changing system fields such as ticket type will not be possible. 

    3
  • Lorna Fear
    Ações de comentário Permalink

    Are we having fun (editing tags on closed tickets) yet?

    3
  • Daymon Nin
    Ações de comentário Permalink

    +1  

    This is a severe limitation which ruins our ability to analyse tickets retrospectively. It makes using insights a bit a of joke.

    3
  • David Snowdon
    Ações de comentário Permalink

    Is this coming, or do I need to find a different ticketing system? 

    3
  • Mike
    Ações de comentário Permalink

    +1, b/c I just ran into this constraint as well. I'm totally cool with tickets getting freezed for archival purposes, but don't quite get why it has to apply to tags as well.

    3
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi all - 

    The product team has informed us that they're going to pursue exploration of this problem and potential solutions to it in Q3 of this year. The team is very highly aware of this request and need for this functionality and we will be back with any follow-up questions related to it as the investigation process ramps up. 

    3
  • Chris Johnson
    Ações de comentário Permalink

    @ tom. Just out of curiosity, what system are you going to?  I really need a solution that allows me to  control what's in my tickets.  I don't have faith zendesk intends to actually do anything about this.

    3
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi Judd and Jon, 

    We understand your frustration. Trust me, it's not super fun for us to tell you what's not coming - particularly when there are a lot of great reasons for the product team to build something that they just haven't been able to get to. 

    That being said, longevity of a request is not a data point that our product teams consider when prioritizing what will go on our roadmap at any given point in time. Just because something was asked for a long time ago doesn't make it feasible, or the best idea or most important things for us to build. 

    To provide some context, we receive hundreds of feedback requests every month, but can only develop a few dozen each quarter. This means that product development is a constant and ruthless process of prioritization. Sometimes users suggest something that is a really good idea, but it's just not more important than the other things we have to put ahead of it. This can mean a request can get put off for many development cycles, particularly if it's a nice-to-have and not business critical. 

    When prioritizing things, we look at the impact it has on a business, how many users it effects, what the most common use cases are, market and industry trends, and how it fits in with new innovations we have in the pipeline.  Sometimes, we have to build something else first to lay the groundwork. 

    It should also be made clear that the product feedback topics in the community are for discussion of challenges, but are not a case --> resolution system. There are no guarantees that we will build everything asked for, no matter how long it stays live or how many votes or comments it gets. But the conversations that happen here do deeply influence our product decisions. 

    The product manager for this particular area of the product has told us that this is something that's being looked into. I wish there were more we could share with you at this point, but please know that this is movement in the right direction. It's just an ask that has some very complex implications, so the exploration of it is quite involved. Thank you for your patience and for sharing your feedback. 

    3
  • Amy Au-Yeung
    Ações de comentário Permalink

    Hey guys,

    Thanks for the feedback.  We've a similar discussion "Allow ability to reopen closed ticket" in https://support.zendesk.com/forums/1848/entries/57109, and I'm not sure what the team thinks about allowing the ability to edit closed tickets (even thou this is just asking for tags and not re-open).  Let me bring this up to them and see if they'd consider this.  I'll keep you guys updated.

    Cheers!

    -amy

    Zendesk Support

    2
  • RickBrock
    Ações de comentário Permalink

    Zendesk Support,

    Since it doesn't look like this option is going to be available anytime soon (ever?), would it be possible to at least rename the existing tags under Manage > Tags?

    Thanks,

    Rick

    2
  • Conrad Selle
    Ações de comentário Permalink

    Here's my business case for needing the ability to modify tags on closed tickets.  I personally don't care if this can be done within Zendesk, or somehow accomplished through flexibility in reporting the data (even if that's needing to use Gooddata - which I currently haven't figured out how to solve this yet using Gooddata).  I just simply NEED a solution, in order to support the reporting needs to my customers.

    The dilemma: Customer wants to see all tickets associated with a given product.  The products are tracked via tags in Zendesk.  Unfortunately, those tags may be entered in tickets differently by either our agents or Zendesk automatically (since I have auto tagging enabled).  This results in tags that need to be cleaned up and consolidated, specifically from closed tickets.

    The workaround: Export all ticket data and use Excel to manually modify field or tag content.  This workaround doesn't solve the problem of providing customers with up-to-date reports via Gooddata, which is what I'd like to have.  Instead, the best I can do is to manually build Excel reports and provide to customers.

    The solution: If I could at least add new tags to existing closed tickets without having to open a "follow-up" ticket, or modify newly added field values that didn't exist before...then I could create a "clean" customer report via Gooddata.

    Please don't tell me that Closed tickets can't be modified...because anyone can see and test this for themselves that proves otherwise.  Simply create a new ticket field under Manage -> Ticket Fields.  Any new fields added will then show up with blank values for all closed tickets.  Wouldn't it be nice to let us at least set the value of a new field for a closed ticket?

    I don't think this approach would infringe on any ITIL or Zentopian vision of the future, since it's not changing any existing data, only adding new information to existing data.

    2
  • Jüri Tarkpea
    Ações de comentário Permalink

    Today is the day when I needed to finally go through the tickets of year and a half and knowing that Zendesk is not ready to make it work in the app itself, I decided to export it all and do the necessary work in Excel (which, of course, is a nuisance).

    But there is no way of exporting the comments. Or at least the first or the last one.

    Come on guys. I am really surprised that people at Zendesk are not a) understanding the problem and b) helping with any tools to do it outside Zendesk. I just cannot do what I need to do. And this is not a rocket surgery, is it?

    2
  • Arnaud Fontaine
    Ações de comentário Permalink

    +1

    I need to modify TAG to my old tickets to manage view by project.

    2
  • Bob Sherer
    Ações de comentário Permalink

    Jake, while reading another feature request (reopening closed tickets) I saw that you are considering making closed tickets' tags editable or something.  You asked for cases where this would be helpful.  Here's mine.  Maybe you can migrate that discussion over here and change the status of this request.

    Our customers have the ability to change the name of their servers, which we manage.  They can create tickets from the server, which places the server name into the ticket.  We use the server name to look up support history for their servers via links from management forms on the server.  When they change the name of the server, it causes us to lose easy access to their old tickets.

    Today, I was searching for a way to go add the new name(s) to old tickets.  Tags would be fine if we could add them.

    Thanks for considering it.

    2
  • Jennifer Moran
    Ações de comentário Permalink

    +1

    Just need to be able to modify tags after a ticket is closed.  Otherwise, views are not easy to build as projects and tracking evolve.

     

    Thanks!

    2
  • Zendesk1
    Ações de comentário Permalink

    Closed tickets needs to be editable in some way. Naff decision to not allow it :(

    2

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