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

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48 Comments

  • Nicole - Community Manager
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    Thanks for the feedback, Jay. I encourage you to add your voice and vote to this conversation in the Support product feedback topic in the community: [Remove the Auto System Closing of tickets at 28 days](Remove the Auto System Closing of tickets at 28 days)

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  • Honey Abella
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    Hello,

    I have tickets that are automatically solved.
    I responded to a customer and hours after she responded but instead of bring reopened, the ticket was automatically solved after the customer has sent her reply.
    Please help me fix this.

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  • Kate Hovda
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    Is there a possible function to mark a ticket so it can be solved but won't close unless manually closed? We use zendesk and we have a certain type of customer/ticket that we want to solve once answered but they're projects that typically take a month or two to fully finish. Therefore having the ticket close automatically would mean that the project is spread over multiple Follow Up tickets which doesn't work well. 

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  • Brett - Community Manager
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    Hey Kate,

    There may be a way to accomplish what you're looking for using a combination of automations and triggers. It's a bit of an odd setup so I hope you're ready!

    First, if you only intend to manually close tickets for certain customers you will most likely want to tag these user profiles manual_close or a similar tag. That way we can make sure this automation only kicks in for those customers. 

    Once you have the appropriate profiles tagged you can then create an automation that looks for any ticket that contains this tag and is in a solved state and have that automation re-open that ticket. Here's a sample automation below:

     

    You can then create a Trigger that will automatically set this ticket back to solved after it's been re-opened. Here's a sample trigger below:

    Once you're ready to finally close the ticket you can create a Macro that applies a close_me_now tag to your ticket. You'll need to set up another Trigger that will auto-close these tickets since there's no Submit as Closed button. Here's what that trigger can look like below:

    It's not pretty but it SHOULD get the job done. The other option would be to just submit these tickets as On-hold and then mark it as solved when the project is completed but it sounds like you're looking for the alternative.

    Hopefully I didn't lose you there but let me know if you have any questions :) 

    Cheers!

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Honey,

    It sounds like you may have a Trigger set up that may be altering the status of your tickets. Any chance you could check the events of the ticket to see if that's what's happening here? If you're unsure how to check the events you can find more information here

    Let us know!

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  • daniel.schonhaar
    Comment actions Permalink

    I'm looking to better understand the behaviour of closed tickets as I'm doing some process admin which involves re-shuffling groups and users.

    If I have closed tickets assigned to GROUP1/USER_A and I remove USER_A from GROUP1, what happens the the closed tickets? Obviously if the tickets are <closed theyhand over to me but seeing as you can't change or update closed tickets in any way, do they just stay stamped as GROUP1/USER_A?

    Also, if I delete a group entirely which contains closed tickets, what happens to those tickets? 

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  • Heather Rommel
    Comment actions Permalink

    Hi Daniel,

    I'm not sure if the behavior changed recently, don't think it has, so if they are closed, they will stay stamped as GROUP1/USER_A.  Same if you delete the group entirely. 

    Closed tickets = not editable.

    Have a great week!

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  • daniel.schonhaar
    Comment actions Permalink

    Thanks Heather. I tried it on a group with not many tickets and you're correct. They stay stamped with [group]/[assignee]

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  • Ericka Lucas
    Comment actions Permalink

    What happens is a a customer responds to a ticket in closed status? 

     

    And, if a customer responds to a ticket in closed status after the ticket has been archived? 

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  • Sonia Radaelli
    Comment actions Permalink

    We are trying to create a trigger that notify the assignee when a side conversation of a closed ticket is updated but unfortunately we are not able to do it.

    Can somebody help us because the pop up is not enough 

    thanks

    sonia

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  • Thomas de Silva
    Comment actions Permalink

    Hi Sonia Radaelli.

     

    You can not update Closed tickets, that's why the triggers won't run.

    I would suggest creating a trigger that fires when SC's are created to add a tag. Via this tag, you can exclude these tickets from the "Close automation" and create another one that closes tickets with this tags after a longer period, to keep tickets with SC's from beeing closed too quick.

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

     

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  • Sonia Radaelli
    Comment actions Permalink

    Hi Thomas

    Sorry but this is not a fine solution for us. I would like to suggest to write the event also when a ticket is closed when a side conversation is updated.

    The pop-up is not enough.

    In this way triggers can works.

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  • Thomas de Silva
    Comment actions Permalink

    Hi Sonia Radaelli

     

    What you suggest is a change to the core functionalities in Zendesk, but please feel free to post your solution in the Product Feedback section

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Arno Lindroos
    Comment actions Permalink

    Question about this: Closed tickets are locked. They cannot be reopened or updated in any way.

    According to our tests, this is not true. If ticket is closed, and requester default organization is removed (changes in organization), Closed ticket looses the organization information. 

    We haven't tested this further, what other organization changes might cause ticket organization information changes on closed ticket.

    Still this is a bit problematic, as if ticket is closed, we would like it to remain under the original organization, so that other user's can still see the ticket in ticket history, even if specific user changes organization.

    Is this intended behaviour, or should the organization information stay unchanged for a closed ticket?

    EDIT/Correction:
    This is most likely simpy a ticket view related issue: When user belongs to multiple organizations, ticket is closed, and user removed for the organization in question, ticket shows just '-' as organization information for ticket, even if the organization association is still there.

    We were mislead here due the fact, that some tickets are not longer visible for users of that organization in My activities even if access for organization and users is allowing viewing and commenting all tickets, but this might be related some other features/definitions, we do not yet understand. Usually tickets are still visible for other users of that organization, but there seems to some exceptions.

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Arno,

    As far as I know, that should not be happening. I'm going to create a ticket on your behalf so we can take a look at a few ticket examples with you.

    You'll receive an email shortly stating your ticket has been created.

    Thanks!

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  • Aaron Miller
    Comment actions Permalink

    There are times I would like to manually create a follow-up ticket to a solved (but not yet closed) ticket. It looks like this is not possible, but it would be great if you can please confirm.

    Use case:
    A customer needs temporary access to new functionality. I have given the new access, and marked the ticket as solved. Now, I would like to immediately create a follow-up ticket to revoke the new access. 

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  • Amanda Oka
    Comment actions Permalink

    There's a Parent/Child app called 'Ticket Family' that might do the trick for you, it's essentially a linked ticket. :)

    Best of luck!

    1
  • Aaron Miller
    Comment actions Permalink

    Thanks, Amanda!

    I just installed it, then realized there's a similar looking app called Linked Ticket which looks to be an official app from Zendesk.

    So I'm thinking I should use that one instead ..

    1

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