Why does a ticket not get reopened when the requester (who is an agent) makes a reply to a Solved ticket?

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10 Comments

  • Piritta Waulu
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    Hello, can you please tell me how the trigger should be set? I'm having difficulties to make one that works. 

    Ticket status is solved, ticket comment is private and the action is to change status to open.

    But this makes the ticket impossible to solve, if you add text when solving the ticket, it opens up again so it's kind of in a loop. 

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  • Jessie Schutz
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    Hi Piritta! Welcome to the Community!

    Can you tell me more about your workflow? What situations do you want the ticket to re-open, and what situations do you not want this? This info will help me figure out how to fix your trigger.

     

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  • Piritta Waulu
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    Hello, I submitted a request about this and the matter is solved. Thanks.

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  • Nicole - Community Manager
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    Hi Piritta, thanks for letting us know. Glad you got it resolved!

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  • Jennifer Zou
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    Hi Zendesk,

    I have the same issue. Does anyone know how to set trigger to solve this issue?

    My workflow is: when the requester is an agent and replies to the ticket, if the ticket's status is pending, then it will be changed to open automatically.

    Thanks.

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  • Nicole - Community Manager
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    Hey Jennifer - 

    The solution that came out of Piritta's ticket was the suggestion: to add the condition ''Ticket Status not changed to Solved." 

    Give that a try and let us know if that solves it or if there are more questions for us to answer. 

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  • Alison Grogan
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    Hi Zendesk, 

    How do I get the exact opposite of the inborn ticket rules to happen?  This is called out in this other topic as well https://support.zendesk.com/hc/en-us/community/posts/207683748-Let-me-say-thank-you-but-don-t-reopen-my-ticket

    As an agent, we solve and issue and solve a ticket.  But then the end-user responds with "Thank you!" and Zendesk automatically reopens the ticket.  While I'm glad they are thankful for our help we then have to go back in and close the ticket.  This happens all the time.  

    Additionally, end-users will not create a new feed for a new subject.  They'll find some ticket in their inbox, respond to it with a completely different issue.  I want to prevent this from reopening the old ticket.  

    Is there some trigger or workaround? 

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  • Jessie Schutz
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    Hi Alison!

    You can mitigate this somewhat by changing the Close Ticket automation. By default it's set to close tickets 4 days after a ticket is last marked as solved. You can adjust the automation to close the ticket sooner than that.

    There are a couple caveats here: once a ticket is closed it cannot be modified in any way, so you'll want to make sure that closing a ticket quickly isn't going to cause any problems there. Additionally, if a user responds to a ticket that's been closed it'll create a follow-up ticket. You may or may not want a completely new ticket created when all the customer wants to do is say "thank you". So be sure to bear that in mind.

    It's not possible to manually move a ticket from Solved to Closed per se, but you can use a trigger combined with a ticket tag to do it. You can find the details on how to do that in this Support Tech Note.

    Hopefully some of that helps you figure out how best to handle this in your workflow!

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  • Honey Abella
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    Hello.
    I hope you can help me. After I replied to one of our customers, I submittrd the ticket solved. Few hours after the customer responded but the ticket didnot reopen as expected, instead it automatically solved the ticket after the customer sent her reply. I checked the events but I do not see any agent who manually solved the ticket. There was nothing after the customer's reply but the tickets was solved and was added onmy solved tickets without me manually solving it.
    Please help me

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  • Dylan Tragjasi
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    Hi Honey,

    Thanks for reaching out to us! It seems as though you've already got an existing ticket with us about this issue.

    We'll investigate further from there, thanks! 

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