Reopening Closed and/or Archived Tickets

Hi Matthew, 

Thank you for your feedback. Can you tell us more about your workflow and why you find users needing to reference past support tickets? Also, how frequently do you find that you would use this functionality? And how significant of an impact would it have on your workflow? 

To provide some background, the reason we have tickets close and archive is that it saves on storage space and keeps load time manageable. If all tickets remained active (unlike the "read only" type of format they move into once closed and archived) we would need to charge significantly more for storage and infrastructure in order to avoid performance issues. Would you be willing to pay more in order to have this functionality? 

Hi Nicole,

Our use of Zendesk Support may be a bit unorthodox, particularly in comparison to a retail company or something. We manage communication regarding subscription account management through Zendesk, and it is often useful/necessary to reference agreed upon parameters of a user's subscription when answering a support question. We are also often answering complex regulatory questions that a user may bring up again after a ticket is closed, sometimes several months later. Additionally, if a user comes back disputing something, it would be nice to provide our past comments and communication for proof and/or context.

I think I understand the storage space issue; however, it just seems that, given how I (an agent) can already look at associated closed/archived tickets and comments in Zendesk, that Zendesk could maybe have a feature that enables agents to load past comments from associated tickets.

This issue doesn't come up terribly often, maybe once a month. The work around I've been using is taking screen captures of public comments from the relevant archived tickets. I think whether or not our company would be willing to pay for an additional feature would depend on price and/or if the feature is included in one of the higher tiered Zendesk Support plans, such as Enterprise or something.

Thanks,

Matt

I would like to be able to reopen closed tickets AND Archived Tickets so that I could see what combination of BOT Knowledge Base and manual restriction of proposed articles was used to define a more succinct set of possible Articles for Visitor's to get from the Answer BOT.  I don't understand the comments in the Community Section about save-space, and memory concerns.  Put a limit on my memory and let me know when I'm approaching that limit - and let me decide what tickets I am willing to throw away.  There is always a need to refer to an old ticket as soon as it's no longer available - it's Murphy's Law, and it's perfectly adapted to computer "memory vs. need" issues.

I would like to see admins be given the ability to re-open closed tickets.  This would definitely be preferable then having to create an entirely new ticket. Especially in cases where the existing ticket has been open for awhile and gets closed by mistake.  Having to refer back to a separate ticket for documentation on an issue or project is time consuming and inefficient, both from our stand point and our customers.

This is a VERY IMPORTANT feature that I'm quite surprised is not available, at least for admins. We have tickets with important information that require reopening, but this system is very cumbersome if we have to open a new ticket and can't even merge the two together to quickly access the old information. This happens frequently and was available in the prior support system we recently migrated from.

Completely agree - the ability to reopen closed tickets will allow us to correct data issues with these tickets, like assigning the correct organisation to tickets. Some of ours didn't have an organisation assigned to them, were completed and closed but now lie as outliers in reports. We're now completely unable to correct this data due to them being closed.

I agree that it would be useful for admins to be able to re-open and update fields in closed tickets. I am wanting to update a custom field on a closed ticket and I am unable to, which is messing up all of my reporting metrics. It's incredibly frustrating

We have been using Zendesk for about a year.  The person who set it up spelled Urgent wrong on a field and I want to correct it.  However, there is no way to go back and correct the data on closed cases, so I have 2 fields showing up under closed - Urgnet and Urgent.    It is a pain to have to go through and consolidate this information so I can present it to management.

This would be a very useful feature actually.  In our instance we have added a new field that is meant to be used specifically for metrics, but I have 255 closed tickets that existed before this new field was created, so now I have 255 tickets that I cannot go back and re-add this field data to.  

Hello,

I also opened a ticket about that irritating feature. We use personnalised field on our ticket and if one of my employees forgot to delete it when the ticket change as closed we can't go back to change the status of the ticket for example. You should keep the logic that the ticket is put on the closed statuts after a maximum of 28 days but you should allow us to go back on it to change personnalised fields for example. The solution that was proposed to me was to add flow on my flow and I don't want that. I just want a solution to be able to edit the fields on the ticket (not the status).

Thank you all for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

However, I would like to direct you all to this upcoming Modify Closed Tickets Beta.  While I understand this doesn’t not directly address all of the concerns mentioned thus far, I believe it provides some functionality that will help in some cases.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

I find losing the previous thread to be a huge problem. When building a long term relationship with customers and their behavior, context is everything. Charge us more if you're concerned about your resources. You're pushing Zendesk customers to never close their tickets, which is not a good idea for several reasons, and probably not helping limit your resource usage.

Yes, for admin's it is required to reopen closed ticket for specific use cases where ticket is closed and there is no way to reopen it.