Some business rules in Zendesk are inborn, meaning that they cannot be reconfigured and makes part of a help desk's modus operandi: 

• When a ticket is assigned to an agent, its status changes automatically to Open.
  
• Once a ticket's status has been changed from New, it can never be set back to New.
  
• If a ticket's status is set to Pending or Solved, and requester performs an update, status is changed back to Open.
• A ticket's status cannot be set to solved without an assignee.
  
• Once a ticket has been assigned to a group, group cannot be reset.
  
• Once a ticket has been assigned to an agent in a group, assignee cannot be reset within that group.
  
• Once a priority has been set, priority cannot be reset.
  
• When a ticket has been set to closed, it can never be updated or deleted.
  
• If there's only one group in the help desk, all tickets are automatically assigned to that group.
  
• If there's only one agent in a group, all tickets to that group are automatically assigned to that agent.
• If a ticket is assigned to an agent, but not a group, the ticket will automatically be assigned to the first group the agent is a member of.