Feature Request - Ability to edit closed tickets

We started using zendesk in april this year, we bring the previous structure from support center, now after a few months we have managed to identify some categories that are used as a multi, or need to create or delete categories as a part of the living cicle but now we need to update some categories to get the correct data after the new categories are added and the one removed but wil be having old data.
Now i have to be adding formula after formula to get some data to make analysis but if we keep moving due to the cicle and cannot update we cannot have the right data for analysis.
+1 to this.

@gaurav12 - Any update on this?

https://support.zendesk.com/hc/en-us/community/posts/4409217551642/comments/4410698827546

I have to further express disattisfaction on this point with the lack of this ability. This has become painfully clear at end of year and reviewing metrics of tickets that after a year of development and improving how information is captured, half of our tickets have missing information that create a large category of Null responses in metrics which skews our data.

It is imperative that this feature be allowed so that we can modify old tickets to include updated information and simply creating a follow-up does not work as that will skew other metric data.

@gaurav12

I completely agree with @billie11 above.  

This is table stakes for any solution - the option to fix and cleanse data is super critical to running a world-class support organization. This is severely impacting our business and customer success teams in accurately understanding, tracking and resolving the health of our accounts.  

Troubling us right now is the ability to change the "organization" for which a ticket was logged. Can you imagine the embarrassment when Zendesk tickets are integrated with other tools and the WRONG tickets are associated with the WRONG accounts? 

https://support.zendesk.com/hc/en-us/community/posts/4409217551642/comments/4409241852698

"I understand that new features close new deals but having a pretty substantial amount of tickets synced to the wrong orgs seriously compromises ticket reporting. Without the ability to fix those as an admin by changing the orgs on the closed tickets, our only options are to ask you (which appears fruitless) or start scoping other tools."

This feature request was logged in 2019. Zendesk communicated it was on the 2022 roadmap. It's now Dec 2022. 

For our organization it is also a key feature to be implemented.

Thanks,

I also need the ability to edit closed tickets as an admin. I certainly understand Zendesk's stance about closed tickets and data integrity, generally — "just anyone" should not be able to edit Closed tickets. But I just started at my company a few months ago and completely rebuilt all forms, custom fields, etc (previously, the entire instance was running almost exclusively on ticket tags alone). 

Without the ability to bulk update historical tickets to match the new Form + Field structure, I now have to build two sets of queries every time we need an Explore report, and cover each with disclaimers about which date ranges and filters the report is valid for. It's a daily headache for me and for my entire team.

Like everyone else here, our company relies on this data to make important business decisions. Our critical need for correcting inaccuracies in historical data is impossible to understate.

This post has been open for years, and Zendesk clearly shows how much they listen to customers. The option is clear to me.  

Hello,

This is something our team has been also needing from the very beginning of our Zendesk implementation.

We do not understand either how it is not yet implemented. There is a lot of information that might incorrectly informed in our tickets that should be updated.

On the other hand, we have a custom attribute indicates the request, i.e. "Password reset", from time to time we update the writing of this or change the type of request and currently cannot update past data for which it is very difficult to perform the control activity of the process..

Thank you very much for noticing that.

Hi Gaurav, while I would prefer to be able to edit at least tags on a closed ticket, I can understand the potential technical complexities of implementing a change like that.

For me the biggest challenge is managing the closed ticket list, as there is nothing I can do except use a separate tracker to manage these (e.g. in excel).

If could just create a follow-up ticket, and have a view to hide any closed tickets that have a follow up ticket attached, while not perfect this would at least allow me to manage a list that I could actually reduce down. This would just need a filter option added on views for this.

I imagine this would be a middle ground that may help some users (obviously not everyone), and may have a smaller amount of engineering effort.

While some customers may be able to adapt to alternative solutions, many have expressed the need to edit closed tickets (like every other ticketing system I've used can do)--most especially to edit tags.

A reply to this thread in November of 2021 said this would be considered for the 2022 plan, but it is now 2023 with no informative update.

Our renewal is coming up and I would like to explicitly know:

Has this been triaged?
Has this been added to a development sprint?
Will this be released by 24 March, 2023?

Thank you

cc: Gaurav Parbat

@tom60 Your request -- adding the ability to filter on whether a ticket has a followup or not -- is a good one, and worth pursuing, but does not address the broad need being raised in this thread, IMHO. Let's not lessen our ask of Zendesk just because they've failed to deliver!

Hi Team, 

This is a critical feature. Can we get this functionality as earliest as possible. 

I have faced another issue with closed tickets. We have had members contact us before they joined us and hence no details were available. Once the member joined us we had all details and updated the end-user profiles, however the tickets do not get updated with correct user details as the tickets in the meanwhile get closed. This makes all our reporting incorrect. This is needs a fix.

+1

"This is an important area for us to work on. Thanks for sharing your input. We have taken this feature request into consideration for our 2022 plan."

So how's the 2023 plan looking since it clearly didn't get addressed in 2022?  @gaurav12 @Allison Shaw @Reggie Murphy @Sarah Stevens

Edit - 2.22.2023 Still looking for a response on this.  Thanks in advance. 

This silence is not a serious approach. It is a very needed function. As mention before. No need to update solved date och messages/chat but title, organisation, tags, custom fields. 

I think the tricky thing is that the tickets are no longer stored in the database that we daily interact with in Zendesk. That are "archived" and that is one reason for this 15 year old demand to still been unsolved... 

Just a minute of brainstorming while waiting for this basic and very important function to be up and running. =)

This lack of functionality was the final nail in the coffin for our Zendesk deal. We're currently transitioning over to Salesforce Service Cloud which is far more capable and usable of a solution without the rather insane workarounds needed to function day-to-day in Zendesk (not to mention significantly cheaper with discounts)

We're in a similar position, Jake Allen. Do you have any more anecdotal experience you can share about Salesforce Service Cloud? We use Salesforce so this is an opportunity for us.

Johan Billow, are you sure this request has been around for 15 years? Have you found this anywhere publicly?

In contacting Zendesk directly, I was told that this was pencilled in (with an emphasis that this was subject to change and that this was the development date, not the release date) for Q4 2023. This is after hearing in 2021 that they were considering this for their 2022 plans.

We know from our own work that dates slip, and is a part of software development. But if this request has been around for years. that's important information we should learn. Also, this may not be true for everyone, but we need to make decisions around staying with Zendesk before an annual renewal date. So issues like this affect us a full year at a time. We are having to commit to renewal in a month, trusting that this might begin development, but not be released, in Q4 2023. If that doesn't happen, we're committed to another year with hobbled analytics.

Finally, this is a hugely impactful issue for us that renders a significant part of our analytical needs useless. Different users will have different opinions but, for us, this is an elevated need that is far about something that is just a frustration. For example, it's a fairly big deal (and frankly, hard to believe) that the mobile app can't even format text, and doesn't even show the organization for a ticket (as far as I've seen). But this just makes the mobile app difficult to use and isn't a deal breaker for us. But losing the ability to control our analytics after a forced 28-day period when the ticket is closed for good, is crippling.

Rich, I appreciate your wanting some verification of the claim but Johan is correct. As I noted, in this very thread, back in 2020:

"The most absurd part is that this has been an issue for 12 YEARS:
https://support.zendesk.com/hc/en-us/community/posts/203421476--Closed-for-comments-Add-or-Edit-Tags-on-Closed-tickets

... with hundreds of responses noting how important it is to be able to edit archived tickets. Despite that, Zendesk seems doggedly determined not to fix this product defect."

... and that was coming up on 3 years ago now. This is fundamental for enterprise companies and we won't be able to overlook it, or live with it, indefinitely.

Thanks Billie, very much, for taking the time for that reply. I wasn't doubting Johan, but rather felt responsible for wanting to get the proverbial ducks in a row before getting back to Zendesk about this. Much appreciated.

Absolutely Rich, no slight intended on my part. Verifying the claim is a responsible and reasonable thing to do. I remain hopeful that Zendesk will take this seriously, good luck to you!

Thank you for asking Rich and replying Billie.

I am sorry if I sounded upset. Writing isn't the best way of talking.

However we are a B2B company and would rather like this to be prioritized that Instagram/FB-functions. To my KAM i asked for a B2B-Zendesk version...

No worries, Johan. I, for one, didn't get anything negative from your reply. This is a top issue affecting us all and your thoughts are valuable! I appreciate you taking the time to raise visibility here.

Take our vote for this feature. We merged brands and needed the ability to change the brand in all closed tickets to have them available in the new HelpCenter. Moreover, brands were merged within one organization under the same domain. But we couldn't do it. So a huge number of important tickets were left unavailable in the new Support Portal for the same customers i.e. each customer has lost a part of their tickets that were under the "old" brand.

@gaurav12

The last official comment on this was in 2021, where you told us it would be considered for the 2022 roadmap. It seems it didn't make the cut. 

Any luck for seeing it in 2023's roadmap? It's getting harder and harder to recommend Zendesk as an enterprise platform without the ability to control our data.