Jake Holman

Hey everyone,

I won't beat around the bush on this one: there are still no plans to allow re-opening or editing of closed tickets. Our stance on this request has not changed. This will remain marked as "Not Planned".

We obviously still welcome feedback here, particularly around why you need to do this. I appreciate many of you have already done this. 

Whilst the re-opening or editing of closed tickets is not something we plan on doing, we may be able to find solutions to problems you're having as a result of not being able to do this. That is why we'll always ask "why?", sometimes repetitively and annoyingly, to any feature request.

Thanks for the responses to Erin's post folks.

I had one question I was hoping to get some feedback on. If we implement some sort of auto-complete field in Trigger/Automation actions to allow you to add CCs (and multiple CCs at that), is that not going to become a micro-management nightmare? Are you just going to end up with a huge long list of "CC these people" type of Triggers?

@Adam: That's possible today, though not exactly as you described.

We have the concept of "shared" organizations in Zendesk. When an Organization is marked as shared, it means any member of that Organization can view the tickets submitted by themselves and their peers. You can go a step further and also allow them to collaborate on each other's tickets, but that's a further option of Shared organizations, and not a default.

Member of shared organizations can go to web portal, clicking on the name of their organization in the top menu (or clicking "Organization Requests", I'm working from memory here!) and then they'll see a subscribe link location near the top right of the page. Each time someone submits a ticket or a comment, anyone subscribed gets an email notification.

@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. 

@Jonathan: That's likely what we'll end up using. Unfortunately it's not as simple as just shoe-horning it into that page :)

@Scott: It's unfortunately an interface issue, at least mostly. Listing thousands of end-users in a dropdown isn't cool. We need to come up with an improved UI and think more about the implementation and use-cases, without allowing it to open up into exploiting. 

This should actually be making an appearance very soon. Sorry for the radio silence. 

To clarify, in the version we release, it will only allow for agents to be CCd via Triggers and Automations. 

@Hatim: Primitive? Not sure I can agree when you're able to also action on Users, Organizations, Groups, Attachments, Users, Tags, Forums (and their Topics) and now even Ticket Fields and Macros now.

@Nakkiran (and others!): There's no update on the functionality at the moment. There's a few other key things that need implementing before this, otherwise it would make everything far more complex than it needs to be. Those are close to completion, so we'll review again soon.

Sorry guys, there is simply no plans to allow closed tickets to be edited. This includes tags. 

Hey Guys,

This sounds like a great idea. There's potentially a few problems we would need to figure out solutions to (some upcoming feature and underlying processes not visible to yourselves, as well as general workflow) but ultimately it's a good idea.

No promises on whether I can get back to you, but I'll be passing this to Development for further discussion.

Jake Holman
Zendesk Support