Feature Request - Ability to edit closed tickets

75 Comentários

  • Albert Alvarez

    Do we have any guidance on when this will be possible? I am new to ZD coming from a company that was using SFDC, and this limitation really surprised me.  In support, case housekeeping is usually a post-case resolution effort, as the focus of the support engineer is to fix the issue, and later update the case.  Is there any technical justification/reason for not having this?

     

    Thanks 

    5
  • Avishay Matz

    Hi
    This feature is really needed! We have some customers that organically changed (business reasons) and we need the ability to edit their past closed tickets for better track and understanding.
    Unfortunately, now their organizational changes can affect our services as well.

    5
  • Erica

    It's nearing the end of 2022, and there hasn't been much of an update on the ability to edit closed tickets. Although some people indicate auditing could become a nightmare, I have found it more problematic NOT to be able to edit closed tickets because we may need to update the tags we use to classify them which doesn't correct it on ones with a closed status; especially since tags are based on the tag name and not related to a unique alphanumeric string that doesn't change even if our internal taxonomy changes. 

    We got all these pretty interface UI updates that barely work instead of true functionality changes everyone actually needs. It's insane we have the ability to update and edit comments on this thread but not in the Support feature itself.

    5
  • Rich Shupe

    Please do not compromise this and only support partial edits. All tickets should be editable. 

    Zendesk, where can you direct us to some sort of roadmap, user voting on open issues, etc.? This has been a critical issue for so many customers, for so long and, because this is a requirement for our renewal, it would really help to know what planning we have to do. Thanks.

    5
  • Ahmed Esmat

    The ability to edit closed tickets is extremely needed to be able to alter ticket fields values and tags. Use cases include modifying custom field values when they change, and correcting wrong values. Another use case is switching a custom ticket field type from free text to a drop-down field.

    4
  • Michel St-Hilaire

    Our concern is when human error are done and can not be undone, it creates faulty information when creating reports in Explore.

    4
  • Leigh KELSEY

    Found this thread after being asked if it was possible to update historical data. I thought it might be with the API, but I'll echo what others say above that it's pretty shocking this has not been added yet.

    Unreliable data causes process interruption and poor data hygiene. 

    Our use case in case devs are reading this:

    Name of a field has changed. If we rename the field and associated tag, then to look at the full picture, two data points will have to be reviewed. If someone running a report does not know this, then they are not getting a complete picture of the data. 

    I'll check in with my rep, but will put in here for others, in hopes Zendesk Support follows up.

    Question for Zendesk:

    Is updating historical data possible with a data service?

    4
  • Fred

    It would be very helpful if we were at the very least able to retrospectively edit tags for data and reporting.

    Gaurav Parbat please provide a status update for this feature request.

    4
  • Whitney Whitmoore

    Agree with all the above!! As relatively new ZD users sometimes our unfamiliarity with the system caused early mistakes that are now skewing our reports. This NEEDS to be an option!

    4
  • La Orange Limited

    Hi all

    I want to update the tags of the closed tickets as a result of audit. This is too important for my company. otherwise we will have a serious trouble about it.

    If I can tag manually, I should similarly be able to remove tags from related tickets. I have done this before as a collective tag. Why can't I remove the tag from closed tickets?

    this is an urgent and very serious problem for me! 

     

    4
  • João Pereira

    It's almost the end of 2022 and no changes until now.
    Do you have any updates that you can share about the status of this feature request?

    4
  • Nick Lamb

    Any updates to this? It continues to be a huge issue for us. Today we had an event that's made this even more pressing where when renaming an organization, it was somehow deleted. This has left the tickets for that customer orphaned and unable to be assigned. 

    Please fix this and allow for us to edit _at least_ organization and ticket associations so we can have proper accounting of our customer interactions in cases where they've accidentally created two organizations, started as a non-paying customer and didn't create an organization or Zendesk accidentally deletes the organization reference.

    4
  • Stacy Win

    Another use case that I hope falls under this

    We recently changed the business model for a team's group structure. The agents lost access to all their historical tickets that were closed and associated with the old groups.

    Account setup - agents can only see tickets in their groups

    Old groups were deleted - as you cannot deactivate groups, and without an app you cannot "hide" old groups for the assignee selection

    Since closed tickets cannot be edited, we were not able to update them to a new group. Now only the system admin can see all those tickets. 

    Leading to a very poor experience when agents access is restricted to ticket groups & the business model changes

    3
  • Kieran Thorpe

    We would also really like to see this, many of the other mentioned use cases are relevant to us. But from a support point of view, one of the key issues we have is with incident and problem management.

    I'm currently stuck with countless incidents open as I wont allow the related problem ticket to be closed until the team have attached a full RCA. It gets messy using follow up tickets and is much easier to add the relevant information to the problem, unfortunately it can take some time to put this together and often the ticket is closed by the time this is done.

    alternatively I have to have my agents manually closing the incidents down which defeats the object of the incident/problem linking in Zendesk. This is also made impossible with the current issues we face with bulk ticket updating due to the amount of fields we have available.

    3
  • Mandy Howard

    From a customer support POV, I would like to have the capability to re-open a ticket and be able to reply to the original ticket without creating a new ticket. I follow up with each individual customer on released features or bug fixes and I want to keep the thread of the prior conversation.

    3
  • Lois

    This feature is really needed to make Explore work and be more useful! 

    3
  • Tim Wooten

    Thank you for this Ben Wilcox. Your comments describe our pain-points exactly!

    3
  • Ashley M

    Are we any closer on having this basic function of a ticket regardless of what state Zendesk has it in.

    3
  • Lindanne Mureu

    This is critical for us too-ability to edit fields on closed tickets.We perform QA's on closed tickets and we would like to have supervisor comments on the closed tickets via a ticket field or internal comment.

    3
  • Eric Weiland

    I would also like to request an update on this feature. This is highly important for our reporting as we slowly developed the data in our tickets and now have old tickets that are incomplete.

    3
  • Joy Newsome

    Adding support for this. Use case: we have dirty data - organizational changes that dictate some updates to custom fields and having that data deleted or altered is skewing reports (see previous commenters on why it's not an option to simply replace the field); quality reviews are pointless if all of the data aren't correct and there is no way to correct it; your GDPR (this should be reason enough given the weight of the fines involved) redaction method is cumbersome and requires specific roles along with time consuming effort since it can't be done in bulk; all of the other reasons already listed by 13 years worth of users on this topic.

    3
  • Quentin Leborgne

    +1 
    Same needs : 
     there's always a need for cleaning up things like categorization etc, for analysis purposes. The fact that we cannot edit (I don't need a re-open) closed tickets has a critical impact on the usability and our ability to get to actionable insights and monitor progress. 

    2
  • After Sales Manager

    would be nice to have this, for example to change tags to improve statistics, if for example a tag has been updated

    2
  • Duncan Hall

    "We have taken this feature request into consideration for our 2022 plan."

    THIS IS NOT GOOD ENOUGH. Run it up the chain of command and commit to it. We're pissed if you couldn't tell.

    2
  • Rich Shupe

    This is why we will stop using Zendesk when our current contract expires.

    2
  • Franca Meggiolaro

    Going more in details, my request is the possibility of a massive update, e.g. via trigger.

    2
  • Anastasia Kachanova

    +1

    2
  • Charlie Volow

    Gaurav Parbat Is there an update on this? Your pinned post references 2022 roadmap, but we only have a few months left in the year. As others have pointed out, this issue has been requested since 2008 (https://support.zendesk.com/hc/en-us/community/posts/4409217618202) -- it couldn't be clearer that it's a major customer need.

    2
  • Erica

    I have to echo what everyone else is saying here. The inability to modify closed tickets is becoming increasingly critical given that when field tag values are updated, it's not automatically reflected in tickets of any status. And as a couple of other folks have mentioned, the fact that it's been an issue for over a decade while other, seemingly less meaningful changes have been made to the platform doesn't seem very customer-first.

    2
  • Cardenas, Romulo

    Well, i must jump in here! we are currently updating our process and we would like to tag side conversation tickets. We think is an important feature (perhaps for admins) for data analysis and improve visualization in Explore.

    1

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