最近搜索


没有最近搜索

Janina Abrams's Avatar

Janina Abrams

已加入2022年3月29日

·

最后活动2025年2月14日

关注

0

关注者

0

活动总数

28

投票

10

订阅

16

活动概览

的最新活动 Janina Abrams

Janina Abrams 进行了评论,

评论Ticket management

Hello Zendesk Team,

Thank you for the great work you’ve done with the tagging system. However, I’d like to ask if there are any plans to introduce a feature that allows editing ticket fields and forms on closed tickets.

Currently, when a ticket is closed, we cannot edit fields directly. While we can modify tags, the process is very time-consuming, especially when correcting discrepancies from wrong submissions. Filtering reports based on tags and adjusting old tickets to align with updated values creates significant complexity, as discrepancies may cause reporting issues. Plus, there is no feature to bulk escalate tags, which further adds to the time required to address these discrepancies.

To address this, we currently have to create separate boards for reporting/effectiveness checks: one based on fields and another based on tags. This method is time-consuming and inefficient for resolving changes in fields or forms.

I believe that adding the ability to edit fields and forms directly, even for closed tickets, would be incredibly beneficial and save a lot of time. Could you share if this feature is planned, and if so, when it might be launched?

Thank you for your support, and I look forward to your feedback.

Best regards,Janina

查看评论 · 已于 2025年1月24日 编辑 · Janina Abrams

0

关注者

5

投票

0

评论


Janina Abrams 进行了评论,

社区评论 Q&A - Help center and community

 

Hi Erica Girges I'm currently trying to customize the new request page in our Zendesk Help Center, specifically aiming to edit the text above the form dropdown box. The default text currently says "Please choose your issue below," and I would like to modify this to better fit our support structure.

I've navigated through the Admin panel but haven't been able to locate the option to Manage > Ticket Forms. Any pointers or step-by-step instructions would be greatly appreciated!

Thank you in advance for your help! 

 

Update: Found it! I misunderstood the instructions: The text  “Please choose your issue below” can be edited from the Admin Center directly and not the Guide Admin Page!  

查看评论 · 已于 2024年10月10日 编辑 · Janina Abrams

0

关注者

0

投票

0

评论