Question
What is the difference between a Solved ticket and a Closed ticket?
Answer
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
4 Comments
Hi Zendesk - How can we assign new meta-data to closed tickets?
Motivating use-case: We have a large number of tickets from the past 12 months and would like to now go back and classify them into different ticket types (ideally using tags) so we can see the volume of tickets, by type, for the past 12 months. We can do this with "solved" tickets. However, a large number of those tickets are now "closed" and it doesn't appear as though I can assign tags to closed tickets.
How would we go about tagging closed tickets with additional meta-data/tags to enable examination of our historic ticket volume?
Closed tickets cannot be edited: see Can I edit closed tickets?
Thanks Dave. Does you know if there's a way to address the use-case (i.e. add meta-data to closed tickets so we can analyze/view trends in Zendesk dashboards) or is there no way to do this in Zendesk?
For example, let's say your deprecated dropdown values included "Value A" which by default would use the tag "Value_A", and in the new version of your ticket field, you'd like all "Value A" tickets to be considered "Value B" (tag: "Value_B"). You could create a standard calculated attribute that includes tickets that contain either the tags Value_A or Value_B and thereby report on them together.
See "Reporting on ticket tags using standard calculated metrics and attributes" here: Reporting with tags
I realize that may not work for you, depending on the nature of your field(s).
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