asked this on August 16, 2011 07:55
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....
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.
Support Software by Zendesk