Frequently Asked Questions (FAQs) | Community
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Frequently Asked Questions (FAQs)

  • January 22, 2024
  • 5 replies
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Dane12

Frequently Asked Questions

When will the beta start?

Currently, we are planning for the open beta to roll out in the end of Q1 2024.  However, this date could shift as this functionality is still in development.

 

Who can update a closed ticket?

Only admins will be able to update closed tickets.  This will be available via the Agent Workspace.  Specifics about who to access this workflow will be added as we get closer to the launch of the beta.

 

Will updating a closed ticket cause automations to run on it?
No. At this time we have no plans to run automations on closed tickets.

 

If a closed ticket is updated, will it appear in the event log?

Yes, any updates to closed tickets will be visible in the event log.

 

Are changes to tags synchronized to custom fields?

Not at this time. Adding or removing a tag on a closed ticket is limited to just that.

 

Will changes to a ticket tag be reflected in Views/Search/Explore?

Yes. A change to a closed ticket’s tags will be properly reflected in any views, search and in Explore. 

 

Are tags the extent of what can be edited on a closed ticket?

Yes, for the initial launch of the beta.  However, we plan to expand this functionality during the beta process.  That is why your feedback is crucial to helping us decide where to focus our efforts next.

Which APIs can be used to update closed tickets?
https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket
https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets

    5 replies

    M

    Will we be able to also update existing tags, or exclusively create new tags/delete existing tags? Will this feature use a different API other than the Create/Update/Delete tags endpoint? 

    Dane12
    • Dane12
    • Author
    • April 9, 2024

    Hey Michelle!  

    You will be able to update existing tags.  Initially, we will support the following APIs:
    https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket
    https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets

    Eventually we plan on also including the tags endpoint, but for our first beta release it will not be included.

      Robert17
      • Robert17
      • May 30, 2024

      Hi Dane, 

      I had a couple of questions:

      • Will bulk editing be available in the initial release? 
      • If we edit a tag associated with a custom field, will the custom field be updated to reflect that change? 
        • In general, what is the impact of changing or adding a tag associated with a custom field? 
      Dane12
      • Dane12
      • Author
      • May 30, 2024

      Hey Stephen!  Great questions.  

      • Will bulk editing be available in the initial release? 

      Right now, no.  The best option for doing a bulk update for our inital release/beta will be via the API (https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets)
       


      If we edit a tag associated with a custom field, will the custom field be updated to reflect that change? 

      • In general, what is the impact of changing or adding a tag associated with a custom field? 

      With our initial release, an update to a tag will not change the associated custom field.  We have items on our roadmap to continue adding functionality in this space, with custom fields being an early target.

      N
      • Nathan19
      • June 21, 2024

      The ability to edit closed tickets sounds useful, but the feature my team is looking for is a way to piggyback off of an old ticket. Our team would love the ability to create a follow up ticket with the option to include the original messaging from the closed ticket. We at times will need to follow up with something months later and would love the ability to just click a button to create follow up, without having to copy and paste anything from the original as a reminder of what was said previously. I am not sure if this would fall under this category but I saw a few posts of others that might want it from thread. https://support.zendesk.com/hc/en-us/community/posts/4409217551642-Feature-Request-Ability-to-edit-closed-tickets?per_page=30&page=5#comments

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