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close a ticket without solving

Heather Fraser
asked this on August 16, 2011 07:55

I may be missing something obvious right in front of me, but how do I close a ticket WITHOUT solving it?
 

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Jill Kaselitz
Zendesk

Hi Heather,

Could you provide additional information as to why you would like to close a ticket without solving it?

Within Zendesk all tickets marked as 'solved' will automatically be closed via the default automation 'Close ticket 4 days after status is set to solved'. You can locate this automation from under the 'manage' tab > 'automations' and change the amount of time to as little as 1 hour after status is set to solved or up to 28 days after a ticket is set to solved. We also have additional information on solved vs. closed tickets at https://support.zendesk.com/entries/20008103-what-is-the-difference....

August 17, 2011 08:21
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Heather Fraser
sheepdog
Hi Jill, Maybe the issue we're having is simply a difference in terminology. A specific use case is for a current ticket we have open, and are not able to resolve for the client. We've had many communications with the client, and THEY have acknowledged it has to solved internally, we cannot solve for them. I have their permission to CLOSE the ticket as unresolved. But obviously Zendesk does not allow for this. I only have the option of solving it, and when I do that, the client will be notified I've "solved" it, and this will bring up the entire communication string again. This is a technicality of course, but has been an issue with a few of our clients since we switched to Zendesk. In other support systems I've used I've always had the option of closing without resolution. Do you forsee a time this will be available in Zendesk? Based on what I've read in forums, we are not the only company who has this requirement. Many thanks. Heather
August 17, 2011 08:34
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Jill Kaselitz
Zendesk
Check Answer

Heather, thanks for the clarification. Based on the conditions within the default 'notify requester of solved request' trigger (under 'manage' > 'triggers and mail notifications') your users will only be notified that their request has been solved if you mark the ticket as 'solved' with a public comment. If your 'notify requester of solved request' trigger has not been modified, you will be able to set a ticket as solved without notifying the requester by either 1) setting the ticket to 'solved' with no comment or 2) setting the ticket to 'solved' with a private comment.

To track and report on your 'unresolved' closed tickets, you could tag these tickets with 'unresolved'. You could then set up reports and locate all tickets with the 'unresolved' tag. 

Does this help? Please let us know if you have additional questions.

August 17, 2011 08:51