Announcing a new permission to modify closed tickets

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td style="height: 22px; width: 33.3333%;">August 31, 2026</td>
<td>August 31, 2026</td>
<td style="height: 22px; width: 33.3333%;">September 3, 2026</td>
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</table></figure><p>We’re excited to announce a new permission for users in custom roles to modify closed tickets. This permission gives administrators more control over who can make changes to closed tickets, without requiring them to grant full admin access. This feature is available on Enterprise and Enterprise+ accounts.</p><p>This announcement includes the following sections:</p><ul>
<li data-list-item-id="e1209302accd09b4e1086f213b1b4c206"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="ef68850b8c4420ab1071ed9290aeef154"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e5edb28ea62d28a381270e989667e722a"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>The new permission to modify closed tickets permission is now available in the Admin Center, when <a href="https://support.zendesk.com/hc/en-us/articles/4408832292506-Managing-custom-roles#topic_w4w_wyy_qpb"><span class="wysiwyg-underline">editing ticket properties for custom roles</span></a>.</p><p>With this update, administrators can grant this ability to selected users with non-administrator custom roles.</p><p>The role-level permission depends on the existing account-level <strong>Modify closed tickets</strong> setting:</p><ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #292a2e;" data-list-item-id="eaceb8ec3e87ad04062ba039ca0edd058"><p class="wysiwyg-text-align-justify"><span style="color: #292a2e;">When the account-level setting is off, the role permission remains visible but is disabled and cannot be granted to users.</span></p></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #292a2e;" data-list-item-id="e2ddca35f1b066ec6f1e246050df2ba06"><p class="wysiwyg-text-align-justify"><span style="color: #292a2e;">When the account-level setting is on, administrators can modify closed tickets and also can enable or disable the permission for users with custom roles.</span></p></li>
</ul><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>We’re making this change to give organizations more flexible, granular control over ticket permissions.  Some teams need selected non-administrator users to make controlled updates to closed tickets. For example QA, compliance, billing, and operations teams may need to correct information or complete follow up work after a ticket is closed.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p class="wysiwyg-text-align-justify">This feature is available on Enterprise accounts with access to custom roles. No action is required.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>