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

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34 Comments

  • Michael Czeiszperger

    Why can't I customize the layout so that the ticket status is a column?  It's really difficult to tell what state the tickets are in, as the display does NOT look like the above examples.  

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  • Heather Rommel
    Community Moderator

    @Michael Czeiszperger

    When an assignee Submits as Pending, and the requester responds, the ticket definitely should automatically go back to Open.  You may want to review your triggers in case that was altered at some point. Also, in the case that the Requester is an Agent using the Zendesk UI, the trigger may *not* set the ticket back to Open automatically because Zendesk assumes an Agent knows to Submit As [desired status].

     

    1
  • Placing a ticket on-hold. 
    If the customer marks the problem solved, will this change the status of the ticket?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Robert,

    Users will still be able to mark a ticket as solved even when the status is on-hold on the agent's side. When tickets are placed on hold in the agent interface, users will see it as open on my activities page. If they hit mark as solved, the status will change from on-hold to solved.

    Hope this clears up any confusion.

    Cheers!

    0

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