Why does the ticket status sometimes automatically change to open?
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 have custom ticket statuses enabled 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
Please sign in to leave a comment.