Forums/Community/Support tips & notes

What is the difference between a Solved ticket and a Closed ticket?

Kelly Hoffer
posted this on April 06, 2011 12:17

In Zendesk, tickets are solved first and then, after they have maintained their solved status for a predefined amount of time (set up in your automations or triggers), they are moved to closed.  

The major differences between solved and closed tickets are the following:

  • Solved tickets can be reopened and updated. Tickets can be marked solved by Agents or End-users. Tickets marked as solved and responded to by an end-user will be reset to an open status.
  • Closed tickets are locked. They cannot be re-opened or altered. They can only be closed via a trigger or automation.

You can create a follow-up from a closed ticket that will include a link to the closed ticket. For details, see Creating a follow-up for a closed ticket. Note that tickets cannot be closed manually; they can only be set closed via an automation or trigger (or the system batch close, discussed later).

Your Zendesk trial comes with an automation called Close ticket 4 days after status is set to solved. This automation allows your end-users 4 days to respond to a solved ticket before the ticket will be moved to a closed status. You can set this automation to run anywhere between 1 hour and 28 days. 

Best practice guidelines recommend that you leave a ticket in solved status for 3-5 days before moving to closed. This allows your end-users to re-engage with you, and their answers will still be threaded in the same ticket. If you move the ticket to a closed state and the user has follow-up questions or needs clarification, their response will open a new (follow-up) ticket rather than thread in the original ticket. 

If you deactivate the Close ticket 4 days after status is set to solved automation, your solved tickets will be set to closed via a system action (noted in your events and notifications as a 'batch close') after 28 days of inactivity.

 

Comments

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Vu Nguyen
SugarSync

Thank you for the useful description.

May 11, 2011 16:17
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Tim Schiller
thoughtfarmer
Is there any way to disable the batch close action?
September 13, 2011 10:42
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Vu Nguyen
SugarSync
Tim: Should be possible possible under Manage > Triggers and Mail Notification. (Must be an admin to see.)
September 13, 2011 11:24
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Tim Schiller
thoughtfarmer
I have actually not disabled the Close Automation but edited it so that it will not close Solved tickets after 4 days if a custom field "Fix for future release" is set. My goal is to ensure that these tickets remain solved and never closed until such time as they can be re-opened and revisited upon completion of the future release. I do not see a setting for "your Solved tickets will be batch Closed after 28 days of inactivity" as stated above under Manage --> Triggers and Mail notification. Is this 28 day period hard coded or is it configurable somewhere? Thanks for any assistance and the quick response.
September 13, 2011 11:38
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Christoph Janz

I'd be interested in finding out how I can disable the batch close action, too. I don't see a trigger nor an automation for it but nonetheless, all solved tickets continue to be batch-closed after some time.

October 01, 2011 13:30
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Joy Carletti
Zendesk

The 28 days is hard-coded to change tickets from solved to closed.  Even without any automation in place, your tickets will still move from solved to closed after 28 days due to the hard-coding. 

October 03, 2011 11:51
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blake eitniear

what is the thinking behind forcing tickets to be closed after 28 days? I've been going back and adding some reporting categories to my tickets and I can't do anything with the closed ones. 

November 07, 2011 21:04
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Jill Kaselitz
Zendesk

@Blake Zendesk automatically closes tickets marked as 'solved' after 28 days as they are considered issues/questions that have been resolved and no longer need to remain 'open' for future correspondence. If you need a ticket to remain open longer than 28 days, you will want to make sure you leave these tickets in either an 'open' or 'pending' status. You could also tag these tickets and create a ticket view where only these tickets will appear. 

While 'closed' tickets cannot be reopened, within any closed ticket you will be able to select 'create follow-up' to create a new ticket referencing this closed ticket. 

Please let us know if you have any questions. You can also email us at support@zendesk.com

November 09, 2011 11:59
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Roz P. Bucket
photobucket

You guys should update the answer above to clarify that the system changes the tickets to closed in 28 days, not that its a trigger. So new users, like moi, don't try to find the trigger after reading the article, read through the article again, read through comments, to only then find the answer.

April 02, 2012 14:51
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Joy Carletti
Zendesk

@Roz, Thanks for the suggestion - I've clarified this within the article.  

April 02, 2012 15:08
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Jason Cunningham
jedunn

If I terminate an agent what happens to their 'closed' tickets for reporting purposes?

April 03, 2012 07:01
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Pedro Rodrigues
housetrip

I understand that after 28 days the case is closed... but not always. And what if I prefer not to create follow-ups, but to keep a huge thread instead?

There should be a simple option which would allow us to stop batch-closing tickets and/or disable the Closed option altogether.

Also, and as mentioned before, sometimes we need to terminate agents, add tags, update topics, etc.

Most importantly, in order for reporting to remain consistent, we'd need to change those tickets already closed. If I have a specific topic but after a couple of months I need to restructure my categories, my reporting will always show tickets with the old topic. That's a lot of constant fixing in GoodData, for instance.

June 28, 2012 10:44
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Sean Morrissey
mmpm

I have extended my days to change status to "closed" as I have learned that a user who lags in clicking the "Satisfaction" button (or reading emails for that matter) cannot if the ticket status is "closed"

July 27, 2012 01:10
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Kayla D.
hagcorp

@Jill:

Re: While 'closed' tickets cannot be reopened, within any closed ticket you will be able to select 'create follow-up' to create a new ticket referencing this closed ticket. 

I'm trying to address that same issue about adding tags and such to closed tickets. I need to change requester (and thus their organization, their tags, etc), requester tags, ticket tags and more. How will creating a followup ticket affect the reports I run? Won't it simply appear as basically a new ticket?

 

June 20, 2013 16:52
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Joy Carletti
Zendesk

@Kayla, Unfortunately you don't have the ability to alter data on a closed ticket.  May I ask what your use case is for needing to do that?  (And, to answer your question, yes, a follow-up will appear as a new ticket.) 

June 20, 2013 17:01
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Katy Norris
participant

Hi Joy,

I am having the same problem as Kayla, Pedro and Blake. We just upgraded to the version with Good Data, and I need to go back and batch edit old tickets to fix their reporting categories. But I can't touch the closed ones! How do you recommend addressing?

Thanks,

Katy

 

 

September 04, 2013 15:16
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Mike

Ditto @katy.

December 12, 2013 06:35
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Laura D.
Zendesk

Hi Mike (and Katy), 

Didn't mean to leave you hanging. Unfortunately we don't have a way to go back and change information on closed tickets. 

Depending on what information you're looking at it might be possible to accommodate this in GoodData by creating a custom metric or configuring your report to look for tickets with both the old and the new information. I'm thinking about this as a way to include tickets with an old tag that was replaced by a new tag for example - the report would include tickets with either tag. More information about custom metrics is available here: https://support.gooddata.com/entries/23394223-MAQL-Reference-Guide. Alternatively, you might create a report that shows tickets according to the old information (and the relevant time period) and then a new report that uses the new information (for the current time period).

We ran into this ourselves after doing a lot of workflow changes this year - we still have the old reports around for reference but many of our current go-to reports only contain information from the change forward. Let us know if you have more questions!

December 16, 2013 16:20
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Wade Shuler

I agree with this issue.

I love zendesk, I really do. However, I think they need to re-think the flow of their system. It is confusing to get around, and hard to navigate. I also agree that we should be able to simply "Set to Closed". I have used osTicket and a few other systems, and imo they all are easier to use/navigate and easier to customize.

I prefer zendesk because of the hosted option (I don't have to worry about my server being down, emails going through, all the back-end stuff). However, with things like this, I wish they offered a self-hosted system where we could download and install it on our own server... so that we have the ability to customize it.

December 29, 2013 11:53
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Bert Vanrooijen
adamsoftware

If you deactivate the 'Set to Closed' Automation, your Solved tickets will be set to Closed via a system action (noted in your events and notifications as a 'batch close') after 28 days of inactivity

I was wondering how you define inactivity? Or maybe better in this case: ActivityIs this an update by the requester or agent? Or any activity on the ticket such as adding tags, changing assignees, etc?

thank you.

February 21, 2014 00:59
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Emily
Zendesk

Hi Bert, 

Great question! This article uses the phrase 'inactivity,' but the actual rule is that a ticket will be batch closed 28 days after it is set to Solved if you deactivate the system automation for ticket closure. If you solve a ticket on Monday, then reopen it on Tuesday, then solve it again on Wednesday, the 28 day clock will start over on Wednesday.

February 21, 2014 10:20
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David Kearns
mkdataservices

This article addresses the differences, and the auto conversion, but not the reason behind this. What is the advantage to either us end-users, or to ZenDesk corporation, to have tickets be "closed" as opposed to "solved"?

Thanks!

March 04, 2014 14:53
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Emily
Zendesk

Hi David, 

The main advantage to closing a ticket is being truly done with it. Once a ticket is closed, it cannot be edited or reopened, so all of its details are finite. A Solved ticket can change any number of ways before being closed. If, for example, you're trying to build a view or report of all Good Satisfaction tickets, there is nothing stopping this end-users from changing your Satisfaction rating while the ticket is still Solved and thus changing the information returned in your view or report.

 

March 04, 2014 15:34
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Jacob
sumnerphotography

You shouldn't do this, but If you *really* needed to keep a ticket from being closed and remain solved forever, you could probably create a tag like "forever_tickets" and have an automation reopen them adding another tag like "solve_me", and a subsequent automation that would re-solve the tickets and remove the "solve_me" tag.

That way you could cheat the 28 day hard limit by reopening and resolving it periodically and therefore giving it another 28 day window.

 

March 13, 2014 15:54