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

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34 Comments

  • Larissa Postolan
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    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
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    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
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    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 Schutz
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    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
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    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
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    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 Schutz
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    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
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    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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  • Benjamin Koehler
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    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
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    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
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    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
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    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
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    Jon you are the BEST!!! This is exactly what I wanted!

     

    Thank you!

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  • Manny Alamwala
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    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 Schutz
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    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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  • Ayal Kellman
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    Hi all!

    Are there any best practices that you can recommend for dealing with 289 "pending" tickets, the earliest of which dates back to Jan 2016? 

    I don't see any triggers that set pending tickets to automatically close or solve after a certain amount of time which is why I think they go so far back. My question is twofold; how do I deal with the backlog and what's the best way to deal with this going forward. 

    Also - I've been having a hard time getting clarity how tickets that are pending or on-hold affect SLA's, if at all. 

    Thanks!

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  • Brett - Community Manager
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    Hi Ayal,

    It sounds like what you're looking for is an automation that will fire based on the time the ticket was created. I've attached a sample automation from my test account below: 

    You can either use the Hours since pending or possibly the Hours since created condition and choose the time frame based on when these ticket's were originally created/set to pending.

    Hope this helps!

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  • Ayal Kellman
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    Thanks!

    I was also looking for confirmation that this - automatically closing pending tickets after x - is the kind of thing that other Zendesk users do...

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  • Brett - Community Manager
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    Hi Ayal,

    It's pretty common to have a plan in place to address those tickets that have not received a response from the requester of a ticket. Typically you can use automations that send an email reminder to the requester if you've not heard back after a certain amount of hours. We actually have a Support Tip that references this workflow which I've attached for you: Zendesk on Zendesk: Bump Bump Solve

    Hopefully this answers your question but let me know if you're looking for anything else :)

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  • Shiri Ronen-Attia
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    If we have an automation that changes Pending tickets to Solved after X number of hours (for example 60 hours), and an agent adds a comment the next day and resubmits the ticket still as Pending status.

    Would the 60 hour counter restart from the new submission or stay from the initial Pending submission ?

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  • Brett - Community Manager
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    Hi Shiri,

    The counter should restart from the new submission to pending and NOT the initial pending submission.

    If you do experience anything different please let us know and we can take a look for you :)

    Cheers!

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  • Valentina Cirilli
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    Hi,

     

    how can i create a ticket with the status NEW?

     

    I create a ticket but i don't assign it to any agent, but it is created as open and not new.

    When I create a a ticket, it always become open and not new.

     

    Can you help me?

     

    Thanks,
    valentina

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  • Brett - Community Manager
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    Hi Valentina,

    If you view the events of the ticket do you see a trigger that's automatically setting the ticket as open?

    When creating the ticket do you also see the option to Submit as new?

    Let me know!

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  • Valentina Cirilli
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    Hi Brett,

     

    in my events of the ticket, there is amy trigger that set my ticket as open. There is only this trigger Active: "

    Notice receiving request to all agents"



    Yes, I see the option,I click as new, but it is created as open.

    i try to speak my italian support, but i didn't succedd.


     

     

    Can you help me?

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  • Valentina Cirilli
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    probably it depends on the fact that I am the admin and my account doesn't have no agent. In this case when i create a ticket, it become assigned to me.

    Is it correct?

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  • Brett - Community Manager
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    Hi Valentina,

    If you're the only agent on the account then the ticket would automatically be assigned to you and the status would be set as Open. This is expected functionality so apologies for the confusion there!

    If you intend to add additional agents, I'd recommend doing that first and then testing. The status should remain new since the ticket will not automatically be assigned to you.

    Regards,

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  • Patricia Turner
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    Morning, 

    I have an automation which sets a hold ticket back to open after 4 hours. The automation is working as expected but it returns the ticket to the individual inbox not to the unassigned inbox where i want it to be. 

    How do i solve this?

     

    thanks in advance

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  • Nicole - Community Manager
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    Hi Patricia -

    It sounds like you need to add an action to your automation that reassigns the ticket back to the inbox when it fires. If a ticket has been assigned to or taken by an agent, that assignment will remain until an agent or business rule changes it.

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  • Patricia Turner
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    Thanks Nicole, I've done that now and it's successful

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  • Michael Czeiszperger
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    "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."

     

    Except it doesn't actually work that way.   Once a ticket is submitted as Pending, for example, it stays that way no matter if it gets a response from the submitter or agent.

     

     

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