[Closed for comments] Add or Edit Tags on Closed tickets

I must add +1 to this request here. When we started working with Zendesk, I really did not urge support people to start tagging tickets because "we would know better how to do it after 100th ticket or so". Now I would like to go through all tickets (about ~150 of them) and tag them but some of them are closed and I cannot edit the information. Any good practices in such case?

+1

+1

Me too. We're just getting our act together with tags and topics, and it would be nice to be able to go back in time and tag old tickets and/or turn them into forum topics via the standard interface.

Priority: Nice to have

Hey guys,

Thanks for the feedback.  We've a similar discussion "Allow ability to reopen closed ticket" in https://support.zendesk.com/forums/1848/entries/57109, and I'm not sure what the team thinks about allowing the ability to edit closed tickets (even thou this is just asking for tags and not re-open).  Let me bring this up to them and see if they'd consider this.  I'll keep you guys updated.

Cheers!

-amy

Zendesk Support

It would be nice at least to simply purge an entire tag in one swoop. We are finally tryign to levage tags but now I have tons of irrelevant automated tags that are getting in the way...

I'm also running into the issue where I need to add tags to older closed tickets.  As an example, over the last several months I've had several users report issues with their LCD laptop monitors.  As each issue came into the help desk I tagged them with different tags, but then after a few months I recognized a common trend in these tickets and wanted to go back and tag all the related tickets with a "lcd_lamp" tag.  I need the ability to do this so I can keep a running list of how many tickets I've had that were related to the LCD lamp problem.  I wasn't able to do this because some of the tickets were already closed.

Sorry guys, there is simply no plans to allow closed tickets to be edited. This includes tags. 

NO TAGS FOR  YOU!

Seems like kind of a silly policy, since they are our customers' tickets in our service desk, as an end-user company.  I can't imagine it's a huge engineering issue since closed is just a state of a ticket which would otherwise be editable, so it is just a storage or policy thing. Could make it just available to admins.

This handicaps our ability to have better historical reporting and to add value to past experiences. This also prohibits the benefits of Zendesk feature additions to be extended backward. Also would be useful in cases of employee turnover, since it seems you cannot change the primary email of an account.