Updating and solving tickets

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16 Comments

  • Rebecca Che

    Hi, When a ticket to the Pending/hold status, is the clock stop ticking for resolution time? thanks

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Rebecca,
      
    In regards to your concern about the pausable time for tickets being put into pending status. Once you created an SLA target, there are certain ticket statuses that will apply. 
     
    A ticket's SLA target will be paused once a ticket is put into pending. A paused SLA target is one whose metric has not yet been completed, but we’ve temporarily paused the clock.
     
    You can check our articles below for more information about this:
     
    Viewing and understanding SLA targets
    Defining and using SLA policies
     
    Thank you and have a wonderful day ahead!
     

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  • Karen Moser

    When I put internal notes in a ticket and submit it as OPEN, because I plan to continue with more notes or a reply, my view stays on that ticket.  It does not disappear or take me to a new ticket.  None of my coworkers have this feature.  If they put in an internal note and submit at OPEN, it takes them back to their OPEN view and they have to go back and find that ticket they were just working on.  Where is this setting?

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  • Dan Ross
    Community Moderator

    Hey Karen.

    Just to the left of the submit button is a setting for 'close tab' or 'stay on ticket' . It defaults to close tab by default. Each agent can set this for themselves.

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  • AMU Cx Lead

    I'm being asked to track the number of tickets being "Solved" that didn't actually get "resolved."  Meaning that it was an issue that we weren't able to actually fix for the user.  Is there an additional field I can add to my workflow so as to identify these tickets when I do my monthly reporting?

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  • Dave Dyson
    Zendesk Community Manager
    Yes, you can add custom ticket fields (perhaps a checkbox field would be helpful here?): Adding custom fields to your tickets and support request form
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  • Morris Coyle

    Is there a way to identify (ideally in a report) that shows me tickets that were solved but are now open. We have a number of tickets that get solved were customers reply "thank you" or similar which re-opens them.  I have no idea how many of these tickets we have in our queue but it would be good to identify any that have moved from Solved back to Open again.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Morris,
     
    You can use the default metrics Reopens or Reopened tickets under the Tickets dataset. Reopened tickets will show you which tickets have been previously solved and then eventually reopened; Reopens will return the actual count of instances where a ticket has been reopened. You can slice the query by the attribute Ticket ID if you need to check the tickets that have been reopened. 
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  • kluivette khor kenji

    Hi,

    Currently I'm having a problem with my zendesk and the problem is that whenever a end-user submitted a ticket, the ticket status will go straight into close automatically and I tried to change the tickets view but it does not work

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  • Brett Bowser
    Zendesk Community Manager
    Hey Kluivette, 
     
    This can typically happen if you have a trigger set up that automatically sets your ticket status to closed. I would recommend checking there to see if that's the case. More on managing triggers here: Managing triggers
     
    You can also check the events of the ticket to see what is setting the status to closed: Viewing all events of a ticket

     

    I hope this helps!

     

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  • Jack Harris

    Is it possible to have a ticket automatically change to Pending Status when the agent replies via email?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Jack,

    You should be able to set up a trigger similar to the following:

    I hope this helps!

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  • Amos C

    Is there a way to set it so that anytime notes are put in, forms are selected, etc that it auto saves/updates instead of having to click the submit button officially "update" the ticket? I'm looking for realtime updating based off of the form on the side

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  • Dave Dyson
    Zendesk Community Manager
    Hi Amos,
     
    That's not currently possible -- Zendesk is built around the concept of ticket updates (in effect, a call to the Update Ticket API endpoint) which is kicked off when you click the Submit button, and each time a ticket is created or updated, all the account's Triggers are run through to see if any automated changes or notifications need to be made (see About triggers and how they work for more information on that process). So creating a ticket update each time a ticket field is changed could create overhead issues. 
     
    That said, our product team is always looking for feedback -- if you'd like to share your use case behind this desire, please post to our Feedback on the ticketing system (Support) forum, using this template to format your feedback. Thanks!
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  • Nadav Sharon

    Hi,
    For some reason whenever I submit a ticket with a text message as either Solved or Pending, it is submitted as Open instead, and so I have to press Pending or Solved again in order to change the status. How can this be changed?

     
     
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  • Brett Bowser
    Zendesk Community Manager
    Hey Nadav,
     
    Can you check the events of the ticket and see if there's a trigger that is automatically setting the status back to open? This has been known to cause similar issues in the past in which case you would need to just edit your trigger so it doesn't automatically set the status to open after an agent updates.
     
    Let me know!
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