Feature Request - Ability to edit closed tickets

@gaurav12 - Are there any updates on timelines for this? 

Hi Everyone!

Hi Dane,

This is tremendous news. Really excited to finally see this feature come into play. 

Can I ask - if Tags will be editable on a Ticket, will this effectively mean we can change the Ticket Fields?

Long term, I would ideally love to see the ability to change a Tickets Form, but this sounds like a great stepping stone.

Editing tags is all we need here. Looking forward to signing up for the Beta.

Hi Dane!

Will we be able to edit the status of the closed tickets? Or any other fields? My main concern is that if someone chose the wrong choice in a field, as soon as it's closed automatically by Zendesk, I'm stuck with tickets in a view where their shouldn't be....

Hi Dane!

When will it be possible to edit ticket fields with this feature in the future?

This is the main issue we are have here, tickets with incorrect brands, group assigned and forms, directly affecting the metrics extracted in Explore.

That's good news, I'm glad y'all were listening. With that said, I hope editing tags isn't the whole of it as that would have pretty limited value for a lot of us.

@dane12 if Tags will be editable on closed tickets, does that mean that we will be able to edit other ticket field values on closed tickets by virtue of the updated tags using automation or the like?

In addition, is this a first step in more field editing for closed tickets or the entire solution? It's a good start but I hope that this is step one before expanding to more fields (whether directly or via API).

Hi Dane,

honestly it's far from our request.

We need to be able to update the object of the tickets. We were assured that this would be implemented by December 2022, after 1 year no mention about this point, quite disappointing!

We need to update the object for privacy reason since it can contain the name of the final customer.

In case you're definitely not working on this issue, please inform us so we think about a different solution (any suggestion will be welcomed).

If vice versa you're still planning to realize it, please could you provide the timing?

Thank you in advance to CLARIFY,

Franca

Hey @dane12

Thanks for the update. Quick question, when you wrote that updates could be done

"Via the Agent Dashboard administrators will be able to edit the Tags associated with a Ticket"

Did you mean via the Agent Workspace? Like, just open a closed ticket in the agent UI like any other ticket and then edit it?

If not, could you provide some more details on this point if you have any? Can't wait to sign up when the beta opens.

Thanks!

Dane Corley Gaurav Parbat - will we get the ability to update end-user details as well as it otherwise leads to incorrect reporting and we cant use explore.

On the permissions side, is the plan to make a separate permission for this? There are multiple things that can only be done by an administrator, which means we effectively have to have one person who is responsible for all those things or we risk violating the principle of least privilege by granting full admin rights to other users (in this case, most likely our support team leads would be the ones most likely to want to make changes to ticket tags to clean up reporting, and we definitely don't want to make all of them admins)

Thank you everyone for the feedback you've already provided.  I wanted to provide a quick bit of general information and provide a bit more clarity about this beta and what's to come.

+1

We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause  but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.

Editing tags on Closed tickets would be FANTASTIC! 

Where can I sign our team up for the beta @dane12?

Hi! Is there an update on the progress of this? We are interested in having the ability to edit closed tickets as well. It tends to be an issue when it comes to reporting metrics especially if a closed ticket is missing key fields. We also have integrations set up with Zendesk and when a customer circles back/comments on a closed ticket - it causes an error in our workflow.

We have a Zapier integration set up for Slack -> Zendesk. I am curious if anyone here uses Zapier integrations with Zendesk and if they have found a workaround solution to their Zapier workflows halting because the ticket found was closed? 

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.

@mark14, 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.

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!

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? 

Is there any update on this please?

@libby11 in case it's useful! 

https://support.zendesk.com/hc/en-us/community/topics/6557152954906-Zendesk-Support-Beta-Modify-Closed-Tickets

Thanks @carlota11, I just found the link to this in another comment and signed up!

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

@dane12 when will we be able to edit custom fields?