How to Modify Closed Tickets in Zendesk
How can I modify closed tickets in Zendesk?
You can modify closed tickets in Zendesk by adding or removing ticket tags. This feature is currently in open beta, allowing admins to correct mistakes, add context, and ensure accurate reporting for historical tickets. To modify a closed ticket, locate it in the Agent Workspace, open it, and adjust the tags in theTagsfield. Remember, only the tags can be modified, and the ticket remains closed, meaning business rules and SLAs do not apply. For more details, visit theoriginal link.
More related questions
What are the limitations of modifying closed tickets in Zendesk?
Currently, only ticket tags can be modified on closed tickets in Zendesk. This feature is in open beta, and not all functionalities are available yet. You can edit one closed ticket at a time in the Agent Workspace, or use the API for bulk updates….
How do I activate the modify closed tickets setting in Zendesk?
To activate the modify closed tickets setting in Zendesk, you must be an admin. Navigate to the Admin Center, click on Objects and rules in the sidebar, then select Tickets > Settings. In the Modify closed ticket section, check the Turn on box and…
Can I modify multiple closed tickets at once in Zendesk?
Yes, you can modify multiple closed tickets at once in Zendesk, but only through the API. In the Agent Workspace, you can only edit one closed ticket at a time. Using the API allows for bulk updates, which can be useful for large-scale changes to…
Why might I want to modify tags on closed tickets in Zendesk?
Modifying tags on closed tickets in Zendesk can help correct mistakes, add context, and ensure accurate reporting. For example, if a ticket was incorrectly tagged as VIP, you can remove the tag to correct analytics. Similarly, if the meaning of a…
What happens after I modify a closed ticket in Zendesk?
After modifying a closed ticket in Zendesk, the changes are reflected in the ticket's events and your Explore reports. Updates also appear in your views and search results. However, the ticket remains closed, so business rules, SLAs, and routing…
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