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.