Sorry to revive this 1 year old post from the dead!

For my one-man shop I never email out ticket progress reports, I only include the public ticket entries at the bottom of my invoice.

Troy - As a new user this lack of function really worries me. We have been a LONG time user of a system that does allow changes, and we have never had an issue where editing a comment was an issue. We make a large amount of notes (sometimes up to 30 different entries for a complex job) on our tickets as the jobs are being worked on my multiple techs at the same time. I understand not wanting to allow changes for e-mailed comments, but seeing that 90% of our notes will not be emailed, we need to be able to edit them and move them around to make the notes make sense and flow. Even if we can't move them around, the ability to edit is a must. PLEASE make this change, I don't seem to be the only one here with this request.

@Troy: This is still a big issue for lots of companies, and I've come up with some new ideas to make it more reasonable. First though, we need to be able to identify/differentiate between comments that were emailed vs not emailed. Is there an update on displaying ticket comments differently to show if they were emailed? Like, private comments are yellow; maybe make emailed comments blue, and non-emailed comments stay white?

We need a way to be able to edit ticket entries after they are posted to a ticket. Sometimes a wrong status get's set on an entry and it needs to be reposted at a last time and we need to be able to change the entry status from 'Update', 'Completed', 'Other', etc. Currently, we can only add or delete entries and this is not efficient as some entries have been posted DAYS ago and now we need to edit them because the call is 'Not Complete' but it's showing that work is complete, but we are 'Testing' some stuff for a service order.

Can you please add the ability to 'Edit' ticket entries after they have been posted?

This is something that is needed ASAP.

Thank you!

It would be extremely convenient to edit ticket comments. Often times I will put in a few comments only to realize that the comment I made yesterday had some wrong info. I then have to copy the incorrect comment, delete it, paste it into a new comment, make the change, and submit it. It would be much more convenient to just have a little edit button to change the comment.

And this is a great example. Preferably, that last sentence would have gone at the end of everything else I wrote, or else it makes a lot less sense.

Oh, and in addition, having to delete a hidden comment and then add it back throws the order out of whack when you're trying to see what the date order was to events.

I don't know... honestly, this sounds like it should be an option to have on or off.

Our clients could care less if we back date, edit, or do a jig on our comments from an accountability perspective. The ticket updates are there to inform them or those clients that like staying informed by email, or to act as a point of reference for them what was done. Not being able to edit the comments into a clear, concise, and heirarchical flow of information is maddening.

As a purely business footnote, if you have communication that is so important that it has to be referred to as a concrete source of information at a later date, in case of a dispute, that's called a contract. Use that. Anything else presumes a certain level of trust between both parties.

I'm in agreement mostly with Troy here. What needs to be understood is that the ticket comments are a "security log". Meaning there can't be any way for ANYONE (including global admins) to change things that the customer may have seen differently. Meaning you shouldn't be able to backdate a "completed" note to 3 months ago and say "Yeah, we threw that computer away because it was more than 90 days and hadn't been picked up".

I, too, hate when I forget to add a note the day before (sometimes a week later even) and have to make a comment like "Repairs were actually finished on previous date 10/2/14". But, it happens. It's really the only way to keep customers fully "in the loop" and make sure everyone stays accountable.

BIG IMPROVEMENT: There SHOULD be a way to see if a comment was emailed, or otherwise had the "don't email" box checked. That way we can know if the customer was misinformed or needs to be updated on a status change.

ANOTHER (AMAZING) IDEA: Maybe instead of "editing" the existing comments, we could do something like a strikethrough? This would be great so we could see if something was sent and then had to be changed. Like this:
Original: <strikethrough>Customer approved the repairs via phone</strikethrough>
Edited: Comment was made on the wrong ticket. This repair is still being diagnosed. Sorry.

That makes sense, Troy -- I really think the ticket should be locked after it is closed out

Just curious, for the people interested in this - are you *usually* making comments that do not get emailed? Or is this for public & NOT emailed comments??

I would even go as far as saying tickets should be locked once they are resolved -- and can only be un-resolved by an admin

More minor....I'd love to see an editable date/time field in Ticket comments as well, again assignable through Security Groups. Sometimes I forget to put in a a ticket comment that corresponds to "work done". I'd love to go "I did X work yesterday, let me just quickly change the date on this ticket comment to accurately represent when it actually happened".