How do I provide feedback? | Community
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How do I provide feedback?

  • January 22, 2024
  • 9 replies
  • 0 views
Dane12

Feedback during the beta stage is very important for us. We want to hear what you have to say about the ability to modify closed tickets because this has been an often requested enhancement over the years.  Below, you can find some guidelines on the various ways to give us feedback.

Different ways to give us feedback

This forum is probably the best place. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it. That said, there are some suggested guidelines...

Suggested guidelines for giving feedback

We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone. 

Here are a couple of pointers that will really help us understand your feedback and work with you to make the ticket forms beta even better:

  • When you see something you dislike or see something you'd like improved, write it down and think about it for a little while
  • Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
  • Be patient when waiting for responses from Zendesk
  • Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable

Ultimately, we want the feedback forums to be a place where any customer can come and give feedback.

Reporting bugs

As these updates are in beta, the best way to report a bug is to do so here in this forum, rather than contacting us. This is especially helpful if you're reporting a minor bug or a bug that is not directly impacting your customers. That being said, we do realize that during betas more urgent issues can crop up.  As this is a beta, the response times may be longer than they typically would be going through the normal support channels.

      9 replies

      Ilham
      • Ilham
      • June 19, 2024

      Modifying closed tickets (beta) is still far from the expectations I had envisioned. It would be better if improvements were made not only to tags but also included the ability to modify custom ticket fields so that they can be reflected in the report.

        M

        Hello I have the same needs (to be able to edit the custom fields) and I questionned Dane about a potential release of that functionnality in the beta version (I asked for a date of release) a week ago but never got an answer…..

        D
        • David158
        • June 20, 2024

        I'm signed up for the beta and had an email confirming but I still don't seem to have the modify functionality. If I go to a closed ticket the tags aren't editable. Do I need to activate the functionality somewhere ?

        Robert17
        • Robert17
        • June 20, 2024

        Hi, 

        I have been actively using the edit functionality since I got access recently.  Aside from the issue mentioned on this thread, it is definitely doing it's job and I am loving having this ability available to Admins. 

        Below is some feedback I have so far:

        • Better error messages - The error message I am receiving in that thread is not very helpful and I think it would be good to have better error messages to help understand why Tickets cannot be updated successfully. 
           
        • Add Tag on updated Tickets - I would like to see a rule that could apply a tag to any tickets updated after they have been closed. I have been adding a tag to tickets I have updated post closure, so I can ensure this is captured in any reporting in Explore. 
           
        • Syncing between Tags and Custom Fields - I understand this is a function that is roadmapped. Being able to edit tags is helpful, but having more capabilities around syncing between Tags and Custom Fields would make the Ticket contents more readable. 
           
        • Ability to directly update Custom Fields / Change Ticket Forms / Brands - This in my opinion is the next level beyond syncing tags and custom fields. The ability to wholly update Custom Fields and other key metadata such as Ticket Forms and Brands would take this functionality to the next level. 
           
        • Permissions - Having this functionality locked behind Admin access makes sense, however I would like to see this as an option in custom roles. Ideally being able to give this level of access to others who may not be full Admins on Zendesk would be a nice to have. 
           
        • Bulk Edit- The existing bulk edit / update functionality available via the UI is pretty unwieldly as it stands, however I would like to see bulk updates via the Agent Workspace be an option. Having the ability to bulk edit via the API is excellent, but bringing this function to the UI would make the feature more easily accessible for a wider number of Agents. 
          Dane12
          • Dane12
          • Author
          • June 20, 2024

          I'd like to thank everyone for chiming in with their feedback so far!  I want to assure everyone that I hear you loud and clear that this functionality needs to be expanded with specific attention on custom fields.

           

          The good news is that both a small subset of standard fields and then custom fields are on our immediate roadmap as we understand these are foundational parts of this feature. However, for the sake of transparency I also want to also state that I cannot commit to a timeline at this moment.  While we are actively in development, this is a surprisingly complex area and we want to ensure that what we release meets our quality standards.

          I'll create a post in the community with a more detailed roadmap in order to provide additional context as to what will be coming next.

            J
            • Jason103
            • June 20, 2024

            I would just like to add that when attempting to change a tag, it will not work if you have custom fields that are set to required on close where an automation closes the ticket.   Until the ability to edit the fields it's limited imo.  We use a large set of custom fields and this initial release doesn't allow us to test as much.

            Matt132
            • Matt132
            • July 11, 2024

            Hi there!

            Some functionality we'd really like to see is being about to change the Brand of a closed ticket. Our environment has access to the Brand Spaces EAP - as we're setting it up we want to ensure that agents have the ability to view closed historical tickets. Right now all tickets belong to one brand. If we create new brands and move agents to different brands then agents lose the ability to view historical tickets, which is very important for folks.

              Dan15
              • Dan15
              • July 18, 2024

              Hi @dane12 ,

              Has there been any progress that can be shared on this beta? You had mentioned creating a post with a roadmap about a month ago, is that still on the roadmap? Sorry for the roadmap meta :)

              Really eager to know more about custom field editing - we just completed a major overhaul to our ticket schema and had to sacrifice our historical data to make progress, but I would love to be able to start going back and updating it. 

              Thanks!

              Emre13
              • Emre13
              • August 20, 2024

              Hi team,

               

              Modifying a closed ticket is a great future. However, having it in only the scope of editing the tags is not sufficient for our operations. We need to be able to change the Brand of a closed ticket/closed tickets as we want to combine some into one/two.

               

              Is this part of your roadmap? If so, is there any timeline that you can share?

               

              Thanks,

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