Feature Request - Ability to edit closed tickets

Although this is a major hinderance for most of us, please let's act in a professional manners, and educate the vendor on the importance.    Please keep in mind, the reason they restrict doing this is so people don't tax the system.   If you have 100 users trying to update 30K closed cases at the same time it is 3 million records.   I am sure Zendesk needs to think through the right solution.   Perhaps scheduled updates - where we specify the tickets and they do them single threaded first in first out

@zendesk what's the update on this feature request?

Any new developments being made related to this? We would really like the ability to update closed tickets even if its limited to just admins or via api. This will help us from a data and analytics perspective as we review our old incidents that are misclassified or were not linked to a problem record.  

Zendesk Team, This feature is really important for the admins. Any Update please?

Extremely important for us to update closed tickets. Without it, we'll be set back years on reporting

I had a logic issue with some tags that I need to fix/remove on closed tickets using automations. Please advise when this ability will be in place.

Would like an update on this request so I can inform our internal steak holders when I will be able correct these tickets.  

I was told in a support ticket that this has been pushed to the first half of 2023. 

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

As someone who works with data quality, it is incredibly frustrating that closed tickets are uneditable. It makes data from Zendesk unreliable the second an agent makes a mistake and the ticket is automatically closed. It makes simple integrations require complex solutions to remove duplicates because Zendesk does not support editing/opening closed tickets, but only follow-ups tickets, and literally a manager who has the responsibility to monitor and fix errors made by agents before the automation kicks in.

My recommendations:

1) Don't use zendesk
2) If you are stuck with Zendesk, don't build a DA architecture that uses ticket data from Zendesk as master data, because tickets are designed to be impossible to edit once they are closed, making errors unfixable unless you sink a bunch of time solving something that should have been a non-issue
3) Create a follow up ticket where you copy paste the original ticket data, update the fields you need to update in the new ticket, and delete the old one to avoid duplicate data.

Hello, it's a very good news that closed ticket will be updatable within 2022!

We need to update the object if it contains customer's name, because of privacy restrictions.

Thank you in advance for keeping me informed!

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

+1

+1

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

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.

@gaurav12 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.

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.

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.

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! 

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.

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?

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.

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.

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.

Any chance of getting an update on this one @gaurav12?  Doesn't seem likely it made it into the 2022 roadmap but maybe is still being considered?

Just want to add another comment in support of some feature to at least allow editing TAGS from the API or some other developer accessible portal.  It is really painful to try and clean up custom fields supported by tags and find that you cannot really remove anything without a huge impact to your legacy data/searching/views. For example, "Cameras" in the custom field 'category' is changed from "camera" to "cameras" at the tag level and now the entire history of that field becomes largely inaccessible to 99% of users. To find old tickets with the same category (the end users only ever saw 'Cameras' as the category) they need to know it was at one point ID'd as 'camera.'  There is no real way to know this unless you document it outside the system.

I am sure there are performance considerations but opening it up through the standard ticket/bulk ticket APIs would at least limit how many and how often users could do the updates while also giving them the ability to queue up fixes.

P.S. if you are reading this and having issues with Explore I suggest creating a custom attribute and making use of 'IF ELSE' statements to wrap your old tags into their 'new' versions.