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
6 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.
Hi Francisco,
I checked now and my UI also looks normal :)
I would like to know if it is possible to choose to put other fields in the same line, as priority and type appear together?
In addition, today tickets are closed after 4 days using the automation "Close ticket 4 days after status is set to resolved."
I would like to know how I can edit the closing time to 7 days or according to my needs?
Regards,
Or
Hey Or Malka! It is not possible to edit the UI for the fields in the Support interface. As for your second question, I will open a ticket on your behalf to look into this further. Please check your email for an update!
Is there a way to override the 28 days closure ? ie extend it to 6 months
Hi Stephane Vorasarn,
It is not possible to prevent a ticket from changing to a closed status after spending 28 days in a solved status. This is a system rule that can not be adjusted or altered through the use of automations and triggers.
On the other hand, you can keep a ticket "on hold" status for as long as you need.
Hey there, Nacho Santana!
I'm trying to find a link for any existing requests to improve statuses and status behavior. Can you help?
The way Closed tickets are currently handled has a pretty major business impact for us. One example: we regularly have organizations that change their name and/or domains because of company merges, rebranding, etc.
Because Closed tickets cannot be changed and do not automatically update when that kind of information changes, I can't do any reporting on previous years' ticket counts unless I remember the previous organization data (like name and domain).
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