What is the difference between a Solved ticket and a Closed ticket?
Tickets are set to Solved first and then after a pre-defined amount of time will move to Closed status. The major differences between solved and closed tickets are the following:
- Solved tickets can be reopened and updated. Tickets in solved status, that are not closed by a trigger or automation, are automatically closed after 28 days through a system action.
- Closed tickets are locked. They cannot be reopened or updated in any way. Tickets can be closed by a trigger or automation, but not by agents. If an end user responds to a closed ticket, it will create a follow-up ticket. A Closed ticket will move to an archived state automatically after 120 days.
Note: You can create a workflow that allows you to manually close tickets, see the article: How can I manually close a ticket? [Video].
By default, Zendesk comes with an automation called Close ticket 4 days after status is set to solved that gives end users four days to respond to a Solved ticket before moving the ticket to Closed status. You may adjust this automation to run anywhere between 1 hour and 28 days but the best practice is to close a ticket after 3-5 days.
For more information on the other ticket statuses, see the article: About open vs. pending and on-hold tickets and why you should care