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.