Question
Twenty-eight days after a ticket is submitted as Solved, the ticket moves to a Closed status. I would expect the ticket to stay Solved until I manually close it. Why is this happening?
Answer
Zendesk Support comes with an automation called Close ticket 4 days after status is set to solved. This automation 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 1 hour and 28 days.
Best practice guidelines recommend that you leave a ticket in solved status for 3-5 days before moving to closed. This creates an opportunity for end-users to re-engage with you in the same ticket.
If you deactivate the Close ticket 4 days after status is set to solved automation, your solved tickets will be set to closed by a system action after 28 days in solved status. For more information about this, see the article: About the inborn system ticket rules
After 120 days of being Closed, tickets are automatically archived. Archiving tickets speeds up the loading time for views, especially those views that include multiple tickets which have been closed for a long period of time. For more information about archiving, see the article: About ticket archiving
1 Comments
Hi,
I just wanted to shed some light on how this is affecting our business.
The cause:
In my opinion Zendesk must do either of the following:
OR
I'm actually amazed that this hasn't been fixed properly.
In our organisation we have groups leaving tickets in either Pending or On-hold status so they can have the ability to have a conversation in the correct context with our customers after 28 days of ticket being solved.
This obviously limits significantly how we can use statuses, an already rigid and limited system. Both affecting workflow and reporting significantly.
Regards
Oskar
P.s. workarounds already discovered, neither of them are something I would like to have to depend on in my environment.
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