Modifying closed tickets

Understanding how closed tickets can be modified

Admins can modify closed tickets by adding or removing ticket tags.

Some examples of how you might want to modify closed tickets’ tags include:

• An agent accidentally tags a ticket as coming from a VIP customer and the mistake is caught months later when auditing reports. An admin removes the tag from the closed ticket so that ticket analytics are reported correctly.
• Your organization uses the ticket tag “tier_1”; however, the meaning of this tag has since changed. An admin removes the ticket tag from closed tickets where it no longer applies.
• An admin needs to identify closed tickets so that they’re included in a ticket deletion schedule. They add the tag “delete” to the closed tickets that should be included in the deletion schedule.

After you modify closed tickets, the changes are reflected in the tickets’ events and your Explore reports. Updates are also reflected in your views and search results.

Considerations and limitations

Modifying closed tickets is currently in an open beta and not all functionality is available yet. Consider the following before deciding to modify closed tickets during this beta, and check back regularly as we roll out enhancements.

• You can edit one closed ticket at a time in the Agent Workspace. Use the API to update multiple closed tickets at once. See the Update Ticket and Update Many Tickets API references.
• Only the ticket tags field can be modified.
• Ticket tags that are associated with custom ticket fields can still be edited on closed tickets; however, the change doesn’t sync with the corresponding custom ticket field. This can affect your business rules, reports, and views. See Understanding tags and ticket fields and How custom ticket fields work.
• The organization of a closed ticket may be updated, but only through an organization merge. See Merging organizations (beta).

Modifying closed tickets

Closed tickets can be modified one at a time. You must be an admin to modify a closed ticket.

To modify a closed ticket

1. In the Agent Workspace, find the closed ticket you want to modify. For example, you can search for the ticket or you may want to create a view of your accounts’ closed tickets.
2. Click the ticket to open it.

   Note that the fields you can’t edit appear dimmed.

   

3. In the Tags field, add or remove a ticket tag.
4. Click Resubmit.

   The ticket updates and the change is reflected in the ticket’s events.

   

   Note that even though the ticket is updated, it’s still closed. This means that business rules won't run on it, SLAs don’t apply, and routing isn’t evaluated. See About system ticket rules.