Some replies from the customer do not change the ticket status to Open. What could cause this?
When an end user comments on a Pending, Solved, or On-hold ticket, the ticket status changes to Open. This is part of the inborn system ticket rules. If a requester's update does not change the status to Open, it could be one of the following causes:
A trigger changed the status. A trigger can update the ticket and change the status to Solved. Check the events of the ticket to see what triggers fired on a particular update.
The ticket was updated through the API and used agent credentials to perform the update. If the status is not specified in the API request, then the ticket may not move to an open status when the ticket is updated.
View the events on the ticket and check if the API was used to update the ticket. Updates made using the API will show a By Web Service message when viewing the ticket events. If the API was used to update the ticket, review the API request and determine if it uses an agent credential to send end-user updates to Zendesk.
The requester is an agent. It is expected behavior that if a requester replies to a ticket, and is also an agent, the ticket stays in whichever status was selected at the time of their reply. If the requester of the ticket is an agent, you can make the status change to Open with a trigger.
To create the trigger
- Add a new trigger.
- Add the following condition under Meet ALL of the following conditions:
- Ticket Is Updated
- Requester Is (current user)
Current user Is (agent)
- Under Actions select:
- Status Open
- Status Open
- Click Create.
Alternatively, your agents can use the Mail API to pass through the ticket status #open as they reply by email.