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What is the flow of the Status field? Open vs. New vs. Pending

Matt Wiseley
asked this on February 09, 2010 09:46

My guess is that a new ticket opened from a requester email would be New. When an agent responds, it becomes Pending. When the requester responds back, it becomes Open. It would then go back and forth between Open and Pending until an agent marks it as Solved.

Do I have this right?

If so, do I need to set up triggers to set these statuses, or should Zendesk be doing it automatically. When I go through the flow described above, the ticket is always just "Open" - the status doesn't seem to change itself. When does it, if ever?

 

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Jake Holman
Product Manager
Check Answer

Hey Matt,

New is when a Ticket has not be interacted with (by a Human).

Pending is when you are waiting a response from the Requester (the ticket will show as 'Awaiting your reply' on their interface).

Open is when the Ticket needs attention from an Agent.

Solved is when either party believes the Ticket has been dealt with.

Closed is when enough time has past that Zendesk can shut the Ticket off, only after being Solved.

Jake Holman
Zendesk

February 09, 2010 10:28
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Matt Wiseley

Thanks - So I had it pretty much right, which leaves the question... is this status supposed to change automatically, or do I need to change it via the interface or via triggers. From what I can tell, new tickets are "Open" and remain that way through all these steps, unless I change it manually.

February 09, 2010 10:38
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Alexander Aghassipour
Zendesk
Check Answer

Matt, when the Requester replies to a Pending ticket, it is automatically set to Open (inborn rules, not via any triggers). When an agent replies to ticket, no status change is automatically made - the agent has to set it manually to e.g. Pending, if the agent is waiting for the Requester's reply.

When an agent is assigned to a New ticket, it automatically changes to Open.

February 09, 2010 10:43
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Larry Deckel
Business Hours beta testers

Eventually, the solved case becomes a closed case, right?   Once a case is closed?  Are we ever able to retrieve it and see it again?

Where does it go?  And how can we pull them up for reference if needed?

August 26, 2010 19:09
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Bob Brown

Larry, there is a setting that determines how long before a ticket becomes closed (automagically after it is solved). The default is 4 days. Once closed, it can be viewed again in the View tab by choosing "All Tickets".  Before it is closed, it can be updated from solved back to open or pending. Once closed, the ticket cannot be changed.

July 13, 2011 15:38
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Tonmoy Ghosh
Integral

If a ticket becomes closed (after the default 4 days), and the requester responds via email, what happens?

Is a follow up ticket is created?  Does the assignee of the original (closed) ticket get a notification that the requester responded?

April 02, 2014 15:42
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Andrea Saez

@Tonmoy

A follow ticket is created that links back to the original ticket. Depending on how your triggers are set up, it will come in as a new ticket with the subject "Follow up to ticket #XXXX"

April 04, 2014 04:55