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).