Can I edit closed tickets?

Question Can I edit a closed ticket to add information? Answer Admins can edit the tags, subject, and priority ticket fields on closed tickets when the modify closed tickets feature is active in the account. To do it, use Agent Workspace or the Update Ticket and Update Many Tickets endpoints. Zendesk lets you edit tickets in solved status before they are closed through business rules. Requestors can only create follow-up tickets from closed tickets. Business rules such as triggers and automations don't act on closed tickets. For more information, see About system ticket rules. You can delete closed tickets but you can't mass delete them from a ticket view or a user profile. For more information, see How can I bulk delete closed tickets?
Note: Closed, merged and archived tickets show the organization update in their ticket events. If your account uses the Agent Workspace, you can redact ticket content redact closed tickets.
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Can I edit closed tickets? Can I edit a closed ticket to add information? Can you change closed tickets? Can admins edit closed tickets?
Admins edit the tags, subject, and priority ticket fields on closed tickets when the modify closed tickets feature is active in the account. You use Agent Workspace or the Update Ticket and Update Many Tickets endpoints to update them.

Can I edit tickets in solved status before they close? Can you change solved tickets?
Zendesk lets you edit tickets in solved status before business rules close them.

Can a customer edit a closed ticket? Can requesters update closed tickets? Can an end user add information to closed tickets?
Requesters only create follow-up tickets from closed tickets.

Do triggers run on closed tickets? Do automations act on closed tickets? Do auto-replies apply to closed tickets? Do time-based rules affect closed tickets?
Business rules such as triggers and automations do not act on closed tickets.

Can I delete closed tickets? Can you mass delete closed tickets? Can I bulk delete closed tickets from a user profile?
You delete closed tickets but you cannot mass delete them from a ticket view or a user profile.

Can you redact closed tickets? Can I remove sensitive content from closed tickets? Can agents redact ticket content on closed tickets?
If your account uses the Agent Workspace, you redact ticket content in closed tickets.


