What is the difference between a Solved ticket and a Closed ticket?
Tickets are solved first and then after they maintained their solved status for a predefined amount of time, 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 as solved by agents. Tickets marked as solved that are then responded by an end user 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 create a new, follow-up ticket.
Note: You can create a workflow that allows you to manually close tickets, see How can I manually close a ticket? [Video].
Zendesk Support comes with an automation called Close ticket 4 days after status is set to solved that gives end users four 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 three to five days before moving to closed. This allows end users to re-engage with you on the same ticket. If you deactivate this automation, your solved tickets are 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 are closed for a long period of time (see Using views to manage ticket workflow).