Request:
Please allow ticket Organisation to be updated on closed tickets using the Modify Closed Tickets functionality.
Why This Matters:
In real-world support environments, there are scenarios where tickets are:
- Closed before the correct organisation was aligned
- Migrated from another system with missing or incorrect org data
- Created by end users not properly linked to their organisation
- Impacted by org restructures, mergers, or reassignments
Currently, once a ticket is closed, we cannot realign it to the correct organisation via bulk update. This creates reporting inconsistencies and historical data integrity issues.
Reporting Impact:
Organisation alignment affects:
- Explore reporting accuracy
- Customer account health tracking
- Contract/SLA reporting
- Revenue or account-based analytics
- Enterprise customer segmentation
If historical tickets remain linked to the wrong org (or no org), reporting becomes fragmented and unreliable.
Proposed Enhancement
Allow the Organisation field to be editable on closed tickets via:
- Modify Tickets closed tickets - Within the Zendesk UI
- Via API (if not already supported)
To preserve data integrity, this could be:
- Restricted to admins
- Logged in ticket events/audit logs
- Optional via an admin toggle
This would significantly improve historical data hygiene and reporting reliability for enterprise environments.
Thanks for considering this enhancement — happy to provide example scenarios if helpful.
