Question
What is the difference between a solved ticket and a closed ticket?
Answer
Agents can set tickets to Solved after they resolve a customer’s issue or complete their work on the ticket. After a predefined period without any updates, the system automatically moves the ticket to Closed status. The major differences between solved and closed tickets are described in the table below.
| Aspect | Solved | Closed |
| Can agents directly move tickets to this status? | Yes. Agents can set tickets to Solved, but not if the tickets are closed. | No. Tickets can be closed by a trigger or automation, but not by agents. |
| Can the ticket be reopened? | Yes. If a user replies, a solved ticket reopens or updates. |
No. Even when a user replies, a closed ticket remains closed and the system creates a follow-up ticket. |
| Can your agents update the ticket? | Yes. Agents can update solved tickets. |
No. Only admins can modify closed tickets by editing ticket tags, subject, priority fields, and a subset of custom fields.
Note: You must have the Agent Workspace activated to do this. If you don’t, you can edit closed ticket fields through the API only. |
| Automatic transition | Moves to Closed after 28 days of being solved | Moves to Archived after 120 days of being closed |
By default, Zendesk contains an automation called Close ticket 4 days after status is set to solved that gives your customers four days to respond to a solved ticket before moving the ticket to the closed status. The best practice is to close a ticket after three to five days. However, you can adjust this automation to run anywhere between one hour and 28 days.
In accounts with custom ticket statuses activated, Closed tickets display a custom or default Solved status.
For more information on the other ticket statuses, see these articles: