Question
28 days after a ticket is submitted as solved, the ticket moves to a closed status category. I would expect the ticket to stay in a solved status category until I manually close it. Why is this happening?
Answer
Zendesk comes with the default automation called Close ticket 4 days after status is set to solved. This automation is required and gives end users 4 days to respond to a solved ticket before the ticket moves to closed status. You can set this automation to run anywhere between one hour and 28 days.
As a best practice, leave a ticket in the solved status category for 3-5 days before moving to a closed status category. This creates an opportunity for end users to re-engage with you in the same ticket.
After 120 days of being in a closed status category, Zendesk automatically archives tickets.
For more information, see the following resources:
- About native system ticket rules
- What is the difference between a Solved ticket and a Closed ticket?