Managing Closed Tickets in Zendesk
What can I do with closed tickets in Zendesk?
With closed tickets in Zendesk, you can create follow-up tickets but cannot edit the original ticket. Closed tickets are set to read-only, meaning you cannot change any ticket properties or apply business rules like triggers and automations.
If you need to update information from a closed ticket, creating a follow-up ticket is the best approach. This allows you to continue the conversation or make necessary updates while keeping the original ticket intact.
More related questions
Can I edit a closed ticket in Zendesk?
No, you cannot edit a closed ticket in Zendesk. Once a ticket is in a closed status, it becomes read-only and cannot be modified. However, you can edit tickets that are in a solved status before they transition to closed through business rules,…
Why can't I edit closed tickets in Zendesk?
Closed tickets in Zendesk are designed to be read-only to maintain data integrity and performance. Once a ticket is closed, it is considered final and cannot be altered. This ensures that the ticket's history remains unchanged and prevents any…
How can I update information from a closed ticket in Zendesk?
To update information from a closed ticket in Zendesk, you should create a follow-up ticket. This allows you to add new information or continue the conversation without altering the original closed ticket. Follow-up tickets are linked to the…
Can I redact information from closed tickets in Zendesk?
Yes, if your account uses the Zendesk Agent Workspace, you can redact information from closed tickets. This feature allows you to remove sensitive information even after a ticket is closed. Redacting information is useful for maintaining privacy…
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