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

In Zendesk, 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 or End-users. Tickets marked as solved and responded to by an end-user will be reset to an open status.
  • Closed tickets are locked. They cannot be re-opened or altered. Tickets can only be closed via a trigger or automation, not an agent.

You can create a follow-up ticket from a closed ticket that will include a link to the closed ticket. For details, see Creating a follow-up for a closed ticket. Note that tickets cannot be closed manually; they can only be set closed via an automation or trigger (or the system batch close, discussed later).

Your Zendesk trial comes with an automation called' Close ticket 4 days after status is set to solved.' This automation allows your end-users 4 days to respond to a solved ticket before the ticket will be moved to a 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 your end-users to re-engage with you, and their answers will still be threaded in the same ticket. If you move the ticket to a closed state and the user has follow-up questions or needs clarification, their response will open a new (follow-up) ticket rather than thread in the original ticket. 

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

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Comments

  • Avatar
    Vu Nguyen

    Thank you for the useful description.

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    Tim Schiller

    Is there any way to disable the batch close action?

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    Vu Nguyen

    Tim: Should be possible possible under Manage > Triggers and Mail Notification. (Must be an admin to see.)

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    Tim Schiller

    I have actually not disabled the Close Automation but edited it so that it will not close Solved tickets after 4 days if a custom field "Fix for future release" is set. My goal is to ensure that these tickets remain solved and never closed until such time as they can be re-opened and revisited upon completion of the future release.

    I do not see a setting for "your Solved tickets will be batch Closed after 28 days of inactivity" as stated above under Manage --> Triggers and Mail notification. Is this 28 day period hard coded or is it configurable somewhere?

    Thanks for any assistance and the quick response.

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    Christoph Janz

    I'd be interested in finding out how I can disable the batch close action, too. I don't see a trigger nor an automation for it but nonetheless, all solved tickets continue to be batch-closed after some time.

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    Joy Carletti

    The 28 days is hard-coded to change tickets from solved to closed.  Even without any automation in place, your tickets will still move from solved to closed after 28 days due to the hard-coding. 

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    blake eitniear

    what is the thinking behind forcing tickets to be closed after 28 days? I've been going back and adding some reporting categories to my tickets and I can't do anything with the closed ones. 

  • Avatar
    Jill Kaselitz

    @Blake Zendesk automatically closes tickets marked as 'solved' after 28 days as they are considered issues/questions that have been resolved and no longer need to remain 'open' for future correspondence. If you need a ticket to remain open longer than 28 days, you will want to make sure you leave these tickets in either an 'open' or 'pending' status. You could also tag these tickets and create a ticket view where only these tickets will appear. 

    While 'closed' tickets cannot be reopened, within any closed ticket you will be able to select 'create follow-up' to create a new ticket referencing this closed ticket. 

    Please let us know if you have any questions. You can also email us at support@zendesk.com

  • Avatar
    Roz P. Bucket

    You guys should update the answer above to clarify that the system changes the tickets to closed in 28 days, not that its a trigger. So new users, like moi, don't try to find the trigger after reading the article, read through the article again, read through comments, to only then find the answer.

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    Joy Carletti

    @Roz, Thanks for the suggestion - I've clarified this within the article.  

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    Jason Cunningham

    If I terminate an agent what happens to their 'closed' tickets for reporting purposes?

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    Pedro Rodrigues

    I understand that after 28 days the case is closed... but not always. And what if I prefer not to create follow-ups, but to keep a huge thread instead?

    There should be a simple option which would allow us to stop batch-closing tickets and/or disable the Closed option altogether.

    Also, and as mentioned before, sometimes we need to terminate agents, add tags, update topics, etc.

    Most importantly, in order for reporting to remain consistent, we'd need to change those tickets already closed. If I have a specific topic but after a couple of months I need to restructure my categories, my reporting will always show tickets with the old topic. That's a lot of constant fixing in GoodData, for instance.

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    Sean Morrissey

    I have extended my days to change status to "closed" as I have learned that a user who lags in clicking the "Satisfaction" button (or reading emails for that matter) cannot if the ticket status is "closed"

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    Kayla D.

    @Jill:

    Re: While 'closed' tickets cannot be reopened, within any closed ticket you will be able to select 'create follow-up' to create a new ticket referencing this closed ticket. 

    I'm trying to address that same issue about adding tags and such to closed tickets. I need to change requester (and thus their organization, their tags, etc), requester tags, ticket tags and more. How will creating a followup ticket affect the reports I run? Won't it simply appear as basically a new ticket?

     

  • Avatar
    Joy Carletti

    @Kayla, Unfortunately you don't have the ability to alter data on a closed ticket.  May I ask what your use case is for needing to do that?  (And, to answer your question, yes, a follow-up will appear as a new ticket.) 

  • Avatar
    Katy Norris

    Hi Joy,

    I am having the same problem as Kayla, Pedro and Blake. We just upgraded to the version with Good Data, and I need to go back and batch edit old tickets to fix their reporting categories. But I can't touch the closed ones! How do you recommend addressing?

    Thanks,

    Katy

     

     

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    Mike

    Ditto @katy.

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    Laura D.

    Hi Mike (and Katy), 

    Didn't mean to leave you hanging. Unfortunately we don't have a way to go back and change information on closed tickets. 

    Depending on what information you're looking at it might be possible to accommodate this in GoodData by creating a custom metric or configuring your report to look for tickets with both the old and the new information. I'm thinking about this as a way to include tickets with an old tag that was replaced by a new tag for example - the report would include tickets with either tag. More information about custom metrics is available here: https://support.gooddata.com/entries/23394223-MAQL-Reference-Guide. Alternatively, you might create a report that shows tickets according to the old information (and the relevant time period) and then a new report that uses the new information (for the current time period).

    We ran into this ourselves after doing a lot of workflow changes this year - we still have the old reports around for reference but many of our current go-to reports only contain information from the change forward. Let us know if you have more questions!

  • Avatar
    Wade Shuler

    I agree with this issue.

    I love zendesk, I really do. However, I think they need to re-think the flow of their system. It is confusing to get around, and hard to navigate. I also agree that we should be able to simply "Set to Closed". I have used osTicket and a few other systems, and imo they all are easier to use/navigate and easier to customize.

    I prefer zendesk because of the hosted option (I don't have to worry about my server being down, emails going through, all the back-end stuff). However, with things like this, I wish they offered a self-hosted system where we could download and install it on our own server... so that we have the ability to customize it.

  • Avatar
    Bert van Rooijen

    If you deactivate the 'Set to Closed' Automation, your Solved tickets will be set to Closed via a system action (noted in your events and notifications as a 'batch close') after 28 days of inactivity

    I was wondering how you define inactivity? Or maybe better in this case: ActivityIs this an update by the requester or agent? Or any activity on the ticket such as adding tags, changing assignees, etc?

    thank you.

  • Avatar
    Emily

    Hi Bert, 

    Great question! This article uses the phrase 'inactivity,' but the actual rule is that a ticket will be closed 28 days after it is set to Solved if you deactivate the system automation for ticket closure. If you solve a ticket on Monday, then reopen it on Tuesday, then solve it again on Wednesday, the 28 day clock will start over on Wednesday.

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    David Kearns

    This article addresses the differences, and the auto conversion, but not the reason behind this. What is the advantage to either us end-users, or to ZenDesk corporation, to have tickets be "closed" as opposed to "solved"?

    Thanks!

  • Avatar
    Emily

    Hi David, 

    The main advantage to closing a ticket is being truly done with it. Once a ticket is closed, it cannot be edited or reopened, so all of its details are finite. A Solved ticket can change any number of ways before being closed. If, for example, you're trying to build a view or report of all Good Satisfaction tickets, there is nothing stopping this end-users from changing your Satisfaction rating while the ticket is still Solved and thus changing the information returned in your view or report.

     

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    Jacob

    You shouldn't do this, but If you *really* needed to keep a ticket from being closed and remain solved forever, you could probably create a tag like "forever_tickets" and have an automation reopen them adding another tag like "solve_me", and a subsequent automation that would re-solve the tickets and remove the "solve_me" tag.

    That way you could cheat the 28 day hard limit by reopening and resolving it periodically and therefore giving it another 28 day window.

     

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    Nick L

    This is still biting us when trying to do reports and metrics. As we add new fields and checks for metrics, we sometimes want to go back and change old tickets to include these added or changed items. Tickets created within the last year are our most important category here, and it would be REALLY nice to be able to clean up tags or edit entires for something a bit older than 28 days. Is there any hope of this ever changing? I assume this is to save space in your storage of our (and others) tickets, but the current limit is extremely restrictive to us fixing issues or updating our processes.

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    CBO

    I totally agree, this limitation is short sited and plain silly. We all use ticketing systems in different ways, so to hard code something after only 28 days and NO option to alter anything, or even see the tickets from an Organization view is the worst user experience!

  • Avatar
    Jessie Schutz

    Hi CBO!

    I'm sorry to hear that you're feeling frustrated by this limitation. The intention behind setting things up this way is to facilitate the most efficient use of system resources, to keep your Zendesk running as smoothly as possible. That said, there are a few ways to work around it.

    One option that you have, if you have a workflow that may require you to follow-up on a ticket further down the road (ie: billing, etc), is to use the On-Hold status until such time as you're satisfied that the issue has been truly resolved.

    It's also possible to set up a series of automations to run on a Solved ticket, which will re-open it temporarily, and then Solve it again, thereby resetting the "Solved" timer and giving you another 28 days. We don't really recommend this method, though, because as the number of Solved-but-not-Closed tickets in your Zendesk increases, you will start to experience performance issues as the automations start to run on more and more tickets, and the system has to load large numbers of tickets into your Views.

    If you do decide to use this method please proceed with caution, and make sure that you have conditions and actions in place to ensure that your tickets do eventually get Closed after a certain period of time so your interface doesn't get bogged down!

    Hope that helps!

  • Avatar
    Sharon Allum

    I have thousands of closed tickets and do not want them to affect my reporting. How do I create reports to show how many tickets have been created and not include these closed tickets?

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    Colin Piper

    Sharon, what do you mean?

    You will want some reports that are based upon unsolved tickets but then you will also probably want some reports that include tickets that have since been closed.

    "# unsolved tickets" gives only those still open whereas "# tickets" includes those that are now closed.

    If you want a report for how many tickets were created each month you would use "# tickets" however if you wanted a report of the ages for open tickets then using the metric "# unsolved tickets" would make more sense.

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