Can I stop a ticket from closing after 28 days?

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24 Comments

  • Adam Weiss

    Would you mind explaining why this exists? And why it's not changeable?

    1
  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Adam

    Basically, this exists to save resources of your instance. Tickets that are not closed consume much more bandwidth than those that are closed and are only a reference in your account. It helps to keep your Zendesk instance fast and without hangings. This is also why this setting is not changeable.

    One workaround we usually give is to create an automation that reopens a solved ticket after ˜25 days, and another that solves it again right after, reseting the 28 days timer.

    0
  • Sergio Anarte

    Hi Diogo

    According to your workaround, I have this question: If you reset every time that clock, is there anyway to CLOSE a ticket in your instance?

    I do think this parameter should be changeable based on the subscription the instance has. Sometimes there are cycles longer than 28 days.

    This limitation is based on the sustainability for the cloud, but..you cannot have the same limit for clients with 100 ticket per day and clients with 100 ticket per hour...

    Thanks.

    0
  • Adam Weiss

    Diogo,

    How would I set up the automation to solve it immediately (eg, how do I identify that specific ticket)?

    0
  • Sergio Anarte

    Adam, if the automation add a specific tag, you can have a trigger which control a specific tag has been added, then solve the ticket again.

    0
  • Adam Weiss

    So essentially I'm adding a field that says something like "Re-solve immediately" or something along those lines.

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    @Adam the two business rules would be something like this

    Time since ticket is Solved = 600

    Then

    Ticket is Open

    Add tag reopen (or any other)

     

    Then a trigger like this

    Ticket: Tag has one of the following reopen

    Then

    Ticket is Solved

    Remove tag reopen

     

    The automation opens the ticket after 25 days, and the trigger solves it back.

     

    Hope this helps!

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    @Sergio

     

    On my example, all tickets will remain on solved state. If you want tickets to be closed, you can add another parameter to the automation (a tag) so the automation skips these tickets, and add that tag to the tickets you want to be closed

    0
  • Adam Weiss

    Alright, I implemented this--I'll let you know how it goes...

    0
  • Adam Weiss

    One of my tickets has triggered this--and now it's stuck in a weird loop; I've been getting notifications the the ticket is being reopened once per hour.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Adam - 

    In the "time since ticket is solved" did you accidentally put 60 instead of 600?

    0
  • Adam Weiss

    It's definitely 600.

    0
  • Nicole S.
    Zendesk Community Team

    Hrm. Let me see if we can get Diogo in here to help troubleshoot. 

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Adam!

    I would like to have a deeper look at this so I help you. Would you mind creating a ticket at support@zendesk.com describing this and choosing "Allow Account Assumption" on your Admin >> Security >> Global as outlined in Granting Zendesk temporary access to your account so we can take a look at the flow?

    Looking forward to hear from you!

    0
  • Adam Weiss

    I'm really hoping to see some movement here. We have some clients who access the Client portal and mark tickets as solved without a comment, and thus us not seeing the change. They then get closed.

    Please. PLEASE modify this functionality so we can increase it, if only by a few days.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Adam,

    It doesn't look like there's any plans to alter this limit since it's hardcoded into the system currently.

    I would recommend creating a post in our Support Product Feedback Forum and share your use-case there. This will help provide visibility to both our Product Managers as well as other users in need of the same functionality.

    The only other alternative that may help remedy the issue you're experiencing is to create a trigger that will re-open a ticket that has been solved by a user. Here's an example below:


    I realize this isn't the solution you're probably looking for but I do hope it helps make things a bit easier in the meantime.

    0
  • Adam Weiss

    Brett,

    Now my client is irritated that I keep reopening the tickets he keeps marking as solved.

    Is there a way for me to modify his view?

    By the way: what does "hard-coded" mean to you guys? Like, is it etched into silicone somewhere, or is a read-only server on the moon? You CAN change things that are hard-coded. Just change it. Hit save. Clear some caches. Done.

    Adam

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Adam,

    Can you clarify what you mean by modifying this customers view? Are you wanting to prevent tickets from this client from re-opening? Or is there an email notification being sent to this client that you'd like to suppress?

    When I say hard-coded I mean that it's a bit more complicated to make changes to this functionality without altering the software as a whole. I wish it were as easy as making this change and saving but unfortunately that's not the case with this sort of feature request.

    Let me know if you have additional questions for me!

    0
  • Adam Weiss

    I just typed a huge response to this, just to have ZD log me out on submission.

    So: in short, now, here's a screenshot of a test customer. Ticket #3504 is "on-hold". But the client sees the above, and is compelled to "solve" the ticket.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the clarification Adam!

    I did some digging on my end and it looks like the on-hold status is only visible to agents and not end-users. Therefore when an agent sets the status to on-hold the requester will instead see the status set to open.

    What you could do is create a custom ticket field titled status which is viewable to end-users. When you set the native ticket field status to on-hold you can have a trigger that automatically sets this custom status to on-hold as well. This should show once the user opens up that ticket in they My Activities page as shown in the screenshots below:

    I was also able to track down a Feedback Post that request this feature you're looking for: [Ability to show On-hold Status on Customer Portal](https://support.zendesk.com/hc/en-us/community/posts/203444316-Ability-to-show-On-hold-Status-on-Customer-Portal?page=2#comments)

    Cheers!

    0
  • Marshall Main Support SmallHD

    So this is also an issue for us.

    To us, it seems that solution here is to change what can be done with a closed case.

    Currently a closed case is a permanent thing.  If the case was able to be reopened when needed, you could maintain the 28 day structure, and allow for things to be moved off the server unless then need to be reopened.

    Our business uses Zendesk along with a host of other software, that we need the case numbers to remain the same and our timelines do not work always within a one month time span.

    We would be ok with the current setting, the issue for us is the inability to reopen a closed case and what causes us to have to use the "hold" status as our "solved status so that we can still add data to the case past the on month cycle.

    Is this something that can be addressed or changed in the near future?  Even if it for select users or admin only with the ability to "re-open" a closed case?

    That ability would close this issue for those of us that have raised complaints.

    -MTM

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  • Nicole S.
    Zendesk Community Team

    Hi MTM - 

    This is not something that is planned to be changed, and cannot be changed quickly, as it would require changing parts of the core product infrastructure.

    Whenever the request has been evaluated the finding has been that the vast majority of use-cases do not require tickets to be solved but less than closed for more than a few days, so balancing what it would take to implement against the number of cases that are seeking the functionality has repeatedly resulted in the decision not to alter this functionality. 

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  • Sarah Anscombe

    I was able to create an automation that closed tickets after one year (for Facebook posts).

    The automation saved without any warning or advice that this was not possible and I have now discovered this rule running in the background that has overridden mine, causing a number of tickets to close.

    I am now having to put them in pending/ on-hold, which doesn't reduce the number of tickets in a less than closed status.

    This is to simply request that exceptions to the rule can be made.

     

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  • Nicole S.
    Zendesk Community Team

    Hi Sarah,

    I saw that you posted your feedback to the product feedback topic as well, thank you for doing that.It's the best place to share feedback as the product managers do monitor those spaces, but they don't always see comments on articles.

    0

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