What is the difference between a Solved ticket and a Closed ticket? Follow

In Zendesk Support, tickets are solved first and then, after they have maintained their solved status for a predefined amount of time (set up in your automations or triggers), they are moved to closed.

The major differences between solved and closed tickets are the following:

  • Solved tickets can be reopened and updated.

    Tickets can be marked solved by agents. Tickets marked as solved, then responded to by an end-user will be reset to an open status.

    Tickets in solved status, that are not closed by a trigger or automation, are automatically closed after 28 days, regardless of whether there have been updates to the ticket in that timeframe.
  • Closed tickets are locked. They cannot be reopened or updated in any way.

    Tickets can be closed via a trigger or automation, but not by agents. Tickets marked as closed, then responded to by an end-user will create a new, follow-up ticket.

    Note: Agents can also create a follow-up ticket from a closed ticket that will include a link to the closed ticket (see Creating a follow-up for a closed ticket ).

Zendesk Support comes with an automation called' Close ticket 4 days after status is set to solved.' This automation gives end-users 4 days to respond to a solved ticket before the ticket moves to closed status. You can set this automation to run anywhere between 1 hour and 28 days.

Best practice guidelines recommend that you leave a ticket in solved status for 3-5 days before moving to closed. This allows end-users to re-engage with you in the same ticket.

If you deactivate the "Close ticket 4 days after status is set to solved" automation, your solved tickets will be set to closed by a system action (noted in your events and notifications as a 'batch close') after 28 days of inactivity in solved status.

After 120 days of being Closed, tickets are automatically archived (see Ticket archiving ). Archiving tickets speeds up the loading time for views, especially those views that include multiple tickets which have been closed for a long period of time (see Using views to manage ticket workflow ).

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Comments

  • 1

    The automatic solving of tickets within some timeline arbitrarily set by Zendesk is a problem for Zendesk customers and a practice they should discontinue for all the reasons above. But beyond that, your system allows admins to create automations that would seem to allow us to extend the number of days/hours after solving that a ticket is closed. I created one that would give us 45 days after the status was set to solved before the incident was closed. I recently tried to update a ticket that had been set to solved <30 days. That's when I discovered my automation was completely meaningless, and Zendesk had systematically closed it on the 28th day.

  • 0

    Yeah I have similar thoughts as Debbie. I'm not too bothered about the hardcoded 28 day limit (Zendesk is a hosted solution, so it's your call), but it would have been nice if this was made clear in the Automations section of the dashboard. I setup a 60 day automation to close solved tickets a long time ago, thinking that this was working.

  • 0

    @Zendesk: Why don't you make the "close solved tickets after x days"-automatisation UN-deactivatable?

    Put a note in the "close solved tickets after x days"-automatisation's settings, telling the customer why the automatisation is hardcoded and that its maximum is 28 days.

    Doesn't solve the problem for a lot of customer here but would probably prevent future confusion.

  • 0

    Hi Johannes!

    That's a really good suggestion, and I know that this has been a pain point for other customers as well. I'll pass it along!

  • 2

     

    Unfortunately, I just discovered this 28 day batch CLOSE that occurs and have been reading about it in these forums.

    I see that this forum seems to have dropped off in August of last year and I feel it needs to be brought back up.  

    We have been on ZenDesk for about 12 months now/  We disabled the CLOSE trigger shortly after stating because we often go back and add reporting fields to tickets so we can cull out new, pertinent metrics for our organization.  Even though the working the actual support ticket is complete we are in not DONE with it.  Because we cannot add new fields and set their values to a CLOSED ticket, we only use SOLVED.  

    I briefly looked into adding new status to our system but I was told this would throw off many of the internal automation that I did use so we adjusted our process to accommodate the system.

    It is not prudent in any way, shape or form for a tool like ZenDesk to set any arbitrary timeline when you consider something in my system CLOSED.  That is neither your role nor should it be your prerogative.  

    I completely understand setting it up as a default; however, I as an admin in my organizations ZenDesk application should be able to turn it on or off like can any other trigger.  You cannot set our business rules and you do not know how a hard rule like this impacts us.

  • 0

    we need to change the date to 45 days as we often need to change incidents to tasks etc for reporting purposes 28 days is to short

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