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 ).