Question
Why does the ticket status sometimes automatically change to open?
Answer
When Zendesk assigns a new ticket to an agent, the ticket status automatically changes to open. You'll see the change after you update the ticket.
Additionally, if the ticket status changes to pending, solved, or on-hold, and an end user comments on the ticket, the ticket status also changes to open.
Note: If you created custom ticket statuses and set up new business rules to take action on ticket updates, this behavior may be different. The best way to determine the cause of a ticket status change is to check the events of the ticket.
For more information about default behaviors in Zendesk Support, see the article: About the inborn system ticket rules
1 comment
Michelle Zimmer
If light agents aren't able to update a ticket status, and an agent tags a light agent in an internal note then sets the ticket to pending, how is the original agent supposed to know the light agent added a comment if the light agent can't change the ticket status and the system doesn't change the status to open when a ticket has a new internal comment from a light user?
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