Open vs. pending and on-hold tickets and why you should care

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15 Comments

  • Larissa Postolan

    Do we have the ability to add a manual field option to this list?

    for example: Duplicate (or closed as duplicate)

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  • Nicole - Community Manager

    Hi Larissa - 

    I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    To answer your question, the ticket statuses are not customizable. There are a few workarounds, though none that change the status from the user side. Let me know if you'd like links to where other users have described how they handle it. 

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  • Terrie Culmsee

    Hi there,

    If the agent has assigned a new ticket to herself, but has not looked at the ticket - is this now an open ticket? 

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  • Jessie - Community Manager

    Hi Terrie!

    Once a ticket is assigned to an Agent, it automatically switches from New to Open, unless the Agent chooses a different status, such as Pending.

    I hope that helps!

     

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  • Terrie Culmsee

    Thanks, Jessie.

    I would have thought, from a reporting point of view, it would be better to have it sitting as new until the agent starts working on that ticket.

    Cheers,

    Terrie

     

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  • Stephanie Sweet

    When a ticket is "On-hold" if a customer sends in a response - such as asking for an update, does the ticket stay on-hold or does it update to "open?" 


    Thanks!
    Stephanie

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  • Jessie - Community Manager

    Hi Stephanie! Welcome to the Community!

    The ticket will be changed from On-Hold to Open, unless you've set up a trigger to automatically change it back. I would recommend against that; doing so would make so your agents won't know that a customer has updated the ticket.

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  • Janiece Caldwell

    I have been experiencing where other agents are responding to tickets in pending and it does not automatically change the status back to open.

    How do I set up a trigger or automation to change status from on hold/pending back to open when the requester responds?

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  • Ben Koehler

    Hi Janiece, The expected behavior is that a ticket will set to pending while awaiting a response from a requester (customer). Pending tells the agent no action is currently needed.

    When the assignee (agent) responds to the ticket, it will set to pending. Then, when the requester follows up, the ticket will be set to open.

    If you want to set a status for agents who are CCed on the ticket and make a comment, you could use Current User is not end-user, and Assignee is not Current User in a trigger's conditions. That would help you narrow down that the comment was made by a third party. You may want to apply some additional conditions, based on the cases you're looking at!

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

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  • Joe Beaudoin

    Hey Janiece,

    Thanks for reaching out!

    So there seem to be two parts to your question and I'll answer them in the order that they came:

    1. If an agent responds to a ticket that is in status: pending, it's not the case that the ticket will "automatically" change to a given status like "open" because agents have the ability to indicate what status they want to submit their ticket update under within the ticketing interface. It is on the agent to ensure that when they update a ticket, they set the status accordingly.
    2. You do not need to set up any triggers to have an end user's response on a ticket automatically set the status to open, as this is always the case.

    Again, please note that the scenario for end user updates is different from that of agent updates, given that agents have more agency/functionality in the ticketing interface than end users do in their respective email platform.

    If you were curious about setting up a trigger that automatically sets the ticket status when an agent responds to a ticket, this would be an ill advised action. Ticket updates done by agents require a level of dynamism that gives the freedom to set the ticket status according to the situation at hand. It's not always the case that agent updates should set the ticket status to open. It is, however, possible to construct triggers that set ticket status in the trigger actions based on the relevant conditions being met. So you and your team could consider constructing a trigger to set the status to open for specific use cases.

    Hopefully this helps to clarify things a bit!

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  • Janiece Caldwell

    Hi Joe!

     

    Thank you so much. That clarifies things a lot and makes total sense!

    I think that what I am asking for is that if they respond via email and they are the requester that it automatically switches to open because they are the requester. If they are responding via email then they are unable to manually change the field back to open.

    There should be some type of rule exception if the requester is not the If this is not possible to set up please let me know.

     

    Best,

    Janiece

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  • Jon Daniels

    Hey Janiece!

    In cases like this, you could build a simple trigger with conditions like the following:

    Meet ALL of the following conditions

    Ticket is > is > updated

    Comment > is > Present (public or private)

    Requester > is > (current user)

    Current user > is > (agent)

    Actions

    Status > Open

     

    This kind of trigger would would set a ticket back to open when an agent who is the requester on the ticket responds with a comment.

    Hope this helps you conceptualize a way to do this yourself, I'll be happy to clarify as needed!

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  • Janiece Caldwell

    Jon you are the BEST!!! This is exactly what I wanted!

     

    Thank you!

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  • Manny Alamwala

    Is there way to make "Submit As Pending" as the default option when reps are responding? Instead of having to change it for every response.

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  • Jessie - Community Manager

    Hi Manny!

    When you open a ticket, the status will display as whatever the current ticket status is. If you're having trouble with your agents forgetting to set the tickets as pending when they update, you can create/update macros to set the status for them, or you can set up a trigger to automatically change the status to pending when an agent updates a ticket with a public comment.

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