Feature Request - Ability to edit closed tickets

已完成


已于 2019年9月06日 发布

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks


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Gaurav Parbat

Zendesk Product Manager

Hello Everyone,

This feature is now GA!  Please find more documentation via this announcement.
https://support.zendesk.com/hc/en-us/articles/7335734335258-Modifying-closed-tickets
Thank you for your patience. Please leave your comments in the form or on this thread. My team and I will actively monitor both channels. 
We will continue to add more capabilities over time to modify more field types. Please keep an eye out on new announcements and lates comments on this thread for updates. 

Kind regards,

Gaurav Parbat

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6246213309978 when will we be able to edit custom fields? 

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This feature has been completed and is now GA!  Please find more documentation via this annoucnement.

https://support.zendesk.com/hc/en-us/articles/7900853687066-Announcing-the-ability-to-modify-closed-tickets

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Thanks Patrimonio Nacional - Venta de entradas, I just found the link to this in another comment and signed up!

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Is there any update on this please?

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Almost a year from the project manager's post, and I still can't edit closed tickets. Is there a launch date consumers can expect this rollout? 

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We definitely need it, especially when it comes to fields and tags.
When I want to categorize my tickets that were closed only a few weeks ago, I can not do it. And this decreases the value I see especially in understanding the trends and reporting capabilities..

I am one of the huge fans of this feature request. I hope we will see it soon. Upvoted!

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Mark Leci, unfortunately, the required fields option doesn't help if something wrong is accidentally entered. In addition, Zendesk is unfortunately not that smart yet and an automatic or trigger that closes a ticket ignores the Required fields option. Of course, various tags, triggers, etc. can be used to close a ticket. However, mistakes can happen and having the option to change values afterwards makes your life much easier, especially when it comes to reporting.

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It might not be a popular opinion but from what I've read a lot of the reasons people are asking for this option come down to not understanding the zendesk system or not managing tickets properly. That's not to say there are no valid reasons to edit closed tickets, but I strongly suspect that just being able to edit closed tickets is not going to solve some of these problems for people because they are process issues and not flaws in the application. I recommend that we really look for any possible other solutions before assuming editing closed tickets is the best fix.

If it helps anyone, we've set up a number of required fields so that tickets can't be closed without those fields present. If a ticket is closed without a field we want being populated (for example by an end user) we flag that ticket and it doesn't auto close (we do this using triggers and changing the auto close automation). So we don't need to edit the closed tickets really.

We do also use zapier with zendesk pretty heavily. In most cases we have the zaps set up to stop if the ticket is closed (because it can't be edited at that point). In some cases depending on the zap we filter out the closed tickets so it wouldn't even try to update zendesk. I would say this can be managed without too much trouble.

Please feel free to message me directly if you want further info on how I'm managing these things.

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