About the inborn system ticket rules

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34 Comments

  • Mike Hatfield

    If the status cannot be left as New after assigning an agent, why is there a submit as New option under the submit button? I know it automatically changes to open after it is assigned, and that is workable, even though it should be the agent/admin's choice, but to show submit as New and have it also an option under submit, is just wrong! After you "submit as new" it just goes to open anyway, or even worse stays as new in the unassigned until it updates. 

    I guess this is just a comment/complaint as I had no actual question. Just an observation that may be a help to others and Zendesk could use to make a good product great!

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  • Sergio Anarte

    I couldn't disagree more with the last one...Sometimes because of SLA's or because of support contracts, the ticket should keep solved more than 28 days...I would understand that it could be flexible between support subscriptions (Team vs enterprise...), but not as a standard rule without any option to be changeable.

    2
  • Jonathan March
    Community Moderator

    Hi Jon,

    Your first automation doesn't delay the auto-close, it makes it inapplicable -- when it runs, then the ticket is no longer solved so the auto-close conditions are no longer true. 

    Two points on your 2nd automation --

    a) You might want to have this automation set the ticket to closed, not solved, otherwise your 1st automation will kick in 25 days later and you'll be going in a circle. Alternatively, in your first automation you could set a tag like "already_rescued" and have one of the conditions of this automation be that this tag is not present.

    b) Be careful about automation 2 if you also use hold for any long-term "true" holds that should not be auto-solved / auto-closed. (Or you could also use your "already_rescued" tag here and only auto-solve / auto-close held tickets that had this tag).

     

     

     

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  • Jessie Schutz
    Zendesk Team Member

    Thanks for helping out, Heather!

    1
  • Elisa Reggiardo

    @Claire, thanks for your feedback yet please bear in mind that it is not 100% accurate.

    • Once a ticket has been assigned to a group, it cannot be reset to no group. You can, however, change it to a different group.

    • Similarly, once a ticket has been assigned to an agent in a group, you cannot reset the assignee to no one. You can assign it to another agent.

    There is a way to modify this:

     

    I have found tickets with 1 public reply, made by one of our agents, sent with no assignee with pending status. How is this possible? (Ex ticket #1997076)

    Anyone, any clue?

    Thanks!

    1
  • Ed Ball

    Hello,

    I have a question about group assigning.

    If an agent is in several groups you have to pick a default group. So say the agent is part of the Technical Support and the Billing Support group. With Billing set as the default because they work mostly in that group. 

    So when the agent goes and takes a Technical support ticket it assigns the ticket to Billing Support/(agent name)...  

    That technical support ticket is now assigned to the billing group because it's the agents default. Is there a way to stop this or change this?   Does this matter at all in reporting? I understand why it does it, but it doesn't seem right. Can it not just be assigned to the agent and stay in the group it was placed in?

    1
  • Jennifer Zou

    Hi Claire,

    In our system, why our customer replied, and the ticket status does not change to open?

    One of our staff manually changed the status from open to pending, but then when the customer replied again, the status does not changes to open....

    Do you have any idea why is that?

    Thanks,

    Jennifer. 

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  • Jon I.

    Does on hold status delay the execution of the 28 day automation?

    I mean the following. I've created an automation which sets tickets' statuses to on hold when a ticket status' is solved and resolution time is >600 hours (25 days). Will this prevent from closing it?

    Another automation will set tickets' statuses to solved when a ticket status is on hold and when on hold hours is >2160 hours (aproximately 3 months).

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  • Suhan Li

    The Requester field appears when the ticket created, but once the ticket has been submitted, the requester field will disappear. How can I make it appear again since the agent needs to change the requester?

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  • Oliver Tietze

    If an agent submits a ticket as Solved and there is no assignee, the system automatically makes the agent who solved the ticket the assignee.

    Only if this option is set in the Admin > Tickets settings.

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  • Oliver Tietze

    Suhan Li, Heather Rommel 

    With the new agent workspace, the mentioned "change" link won't be there, BUT the requester field will be shown at all times.

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  • Ksenia Tsaregorodtseva

    When I add an internal note in a ticket that already has the status "Pending" or "Solved", and click just the same status as I don't want the ticket to be reopened, it changes the status to "Open" automatically. I recall that before it was possible to update the ticket and the applied status was not changed to "Open". Has it been changed recently? Is there any way to make the status preserve when you update the ticket with an internal note?

    Thank you.

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  • Tan Bee Hoon

    I'm testing and found requester's reply would not change the ticket status to OPEN from any status of pending/ on-hold/ solved. 

    I've checked all my triggers and none of it with setup 'action' to change the ticket status to OPEN. Is that the reason?

    As I know, this should be the ticket rules as once requester reply to our email, the ticket status shall changed to OPEN. 

    Please help. Thanks. 

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for the feedback, Mike! If you'd like, you can create a new post in the Support Product Feedback Topic. We use the number of comments and votes on conversations there to gauge interest and need of feature requests and that is one of the data points we use in roadmap planning.

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  • Veronika Pándi

    The "When a ticket's status has been set to Closed, it can never be updated, " rule is causing us a lot of pain. It is impossible to organize old tickets in any way. The Product Management team cannot use Zendesk to find and mark user pain points. And just today we spent half a day investigating an issue that was a recurrence at a client - but the old ticket wasn't added to the organization when it was open, so it didn't pop up.

    I understand why reopening the ticket is not possible, and I'm fine with followups. But not being able to add a single tag or field value to a ticket, or link it to another one, or to Jira - that I find incomprehensible.

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  • Jenni
    Zendesk Team Member

    Hi Tan,

    Is the requester on that test ticket an agent account? If so, the status will not automatically change, as the system rule is specifically looking for end-users replying to tickets. Agent requesters won't automatically change to OPEN from PENDING, since Agents have access to the interface and can change the setting as they please. 

    If you do still experience issues, after confirming that the requester is not an agent email address, feel free to reach out to our Customer Advocacy team at support@zendesk.com

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  • Justin Smith
    Zendesk Team Member

    Hey Jennifer!

    Being that agents have access to the account interface and can set any status they want, there isn't a built in rule to allow tickets updated by Agent Requesters to automatically get set to open.  For that you would need to make a trigger to set the ticket status to open when your agents update the ticket and are also the requester.

    I hope that helps!

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  • Heather Rommel
    Community Moderator

    Hi Suhan Li,

    It's not intuitive at first, but it's right here under the title. We use this a lot for phone calls from shared numbers where we can't save the number to a particular user:

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  • Jessie Schutz
    Zendesk Team Member

    Hi Jennifer!

    You'll want to check your triggers! Most likely, you have one more triggers set up that prevent that status changing on customer response.

    Feel free to post screenshots of your triggers if you're not sure what's going wrong!

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  • Jessie Schutz
    Zendesk Team Member

    Hi Ronald!

    Newly created tickets won't necessarily stay in New status when they're created. For instance, if they're automatically assigned to a group upon creation, the status will change to Open (or whatever status is dictated in the trigger that routes them). That's why we have conditions that specify each separately.

    I hope that clears things up a bit! Let us know if you have any more questions.

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  • Yanling Ran

    Hi, 

    I've noticed that, ticket status is pending but after several days, it is solved automatically. I'd want to know how long this will happen?

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  • Heather Rommel
    Community Moderator

    @eball

    My experience is different, I wonder if you should open a support ticket. I am a member of several groups and of course have a default group. If I take a ticket in group B _and_ I'm a member of Group B, it keeps it assigned to that group and me and does not change it to my default Group A.

    However, if I take a ticket that is _not_ in a group I am a member of, the system assumes I want it in my default group.

    For us, this does have an impact on reporting, because we want to know which teams handled tickets, how many, etc so we run reports on groups.  I don't know if you do the same.

    Hopefully this helps.

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  • Jonathan March
    Community Moderator

    My hunch is that it has something to do with how closed tickets are stored. E.g. archived as read-only in the database, to consume fewer resources.

    Scott, speaking as a 9-year ZD user (overall a very satisfied one!) I think I recall seeing a comment to this effect from ZD staff a number of years ago. And it seems like a more than reasonable explanation to me.

    Consistent with this -- I went to look for a several-year-old ticket yesterday, and was struck by how much longer it took to open than for more recent tickets. Seemed like it was being retrieved from somewhere different.

     

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  • Jonathan March
    Community Moderator

    Seems like a fair analysis of the reasons. 

    As everywhere, there are so many more reasonable and technically doable enhancements than can actually be implemented -- and triaging them is always painful.

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  • Scott T

    @Jonathan March
    Thanks. If archiving to preserve resources is the reason, it should still be possible to have tickets stay writable for a cost. If a customer wants to pay a premium to keep all tickets in that state, it should be their perogative to do so, even if it's not a wise way to spend money.

    A more cost effective option might be to temporarily pull large blocks of archived tickets back into an active state for housekeeping purposes.

    Most of the reasons I have seen for needing edit tickets are a result of (A) implementing organizational ideas that were not thought of at launch and (B) lack of verification stage to correct problems in tickets before they get locked down, and (C) using tickets as a knowledge base and realizing that they contain incorrect solutions.

    C is easy. Stop using tickets as a knowledge base.

    B is mostly on the heads of management at the client site but perhaps Zendesk should work a bit harder to hammer the importance of ensuring agents consistenly follow certain rigid rules.

    A, however, is normal and understandable; especially in organizations that use the Agile methodology.

    The current option to correct these problems is to move to a different ticketing system. That's not good for anybody except Zendesk's competition. I work in process improvement and would honestly like to be able to recommend Zendesk. I like so much about the product, but this is a critical issue.

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  • Brett Bowser
    Zendesk Community Team

    Hey Ksenia,

    Can you double check the events of the ticket to see if there's a trigger that keeps setting the status back to open? You should still be able submit the ticket in the same status it's already in without it re-opening.

    Let me know!

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  • Scott T

    I've read all of these threads pretty thoroughly and I have not found a solid justification for why it is impossible to re-open a ticket. My hunch is that it has something to do with how closed tickets are stored. E.g. archived as read-only in the database, to consume fewer resources.

    I understand there are practical concerns to running gigantic databases and to changing low-level code. I would appreciate a candid answer on why people have been asking for this for *years* and there's no movement. I like a lot of things about Zendesk, but this is a dealbreaker for me.

    Thanks.

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  • Claire Miller
    Zendesk Customer Advocate

    Hey Elisa!

    The inborn system rules are part of what make Support function. They are an integral part of how many different aspects of Support work and as such, they can not be changed or modified in any way.

    Regarding your second question, you maybe be able to make a trigger to capture any agent created tickets without an assignee. You could have this trigger either send out an email notification to that agent or to a particular group, or have it assign it to that current user.

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  • Stephen Fusco
    Zendesk Team Member

    Hello Yanling, 

    This would not be an inborn system rule or a default business rule. Likely this is an automation on your account or it is a result of your customer's solving their tickets in your help center. You can check the event log on your tickets to see what caused this. See Viewing all events of a ticket for more info. 

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  • Jennifer Zou

    Hi Jessie,

    How to automatically reopen tickets if the requester is an agent?

    Thanks,

    Jennifer.

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