Why is the customer's reply not changing the ticket status to open?

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  • Sabrina Hamman

    Looking for some support.  I've automated Zendesk with our proprietary platform based on conditions met to fire an email to the requestor asking for certain pieces of information.

    I have these emails sent to the requestor and also sent to the requestor/clients group within Zendesk so that we can capture they got notified.  Because it's only for tracking and we don't need to touch the ticket I have the ticket set to auto solve.  However when the requestor replies with the information we need I need for the ticket to reopen however the requestor is replying with the details we need ye the ticket stays in solved.  Can you please help?  Here is what I have created.

    Meet ALL of the following conditions

    Ticket is Created

    Group is ___

    Subject Text Contains the Following String____

    Actions will occur

    Status Solved



  • Dave Dyson
    Zendesk Community Manager

    Hi Sabrina -

    Thanks for including the details of your trigger that solves the tickets created for this purpose. Because you've included "Ticket is Created", that shouldn't affect what happens when your customer responds. As the article says at the top, the default behavior when a customer responds to a ticket in the Solved status is that the ticket's status should reset to Open. Since that's not happening, I'd suggest you take a look at the ticket Events log, as it's likely there's something happening during the update (another trigger, perhaps) that's changing the ticket's status (to something other than Open): Viewing all events of a ticket

    If you're not able to figure out what's going on after looking at the ticket events, I'd suggest you chat with our support team using Option 1 here: Contacting Zendesk Customer Support

  • Sabrina Hamman

    Thank you,


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