Question

Why are new tickets closing right after I open them? Why aren't emails creating new tickets?

Answer

A trigger is firing based on a matching condition in the ticket and automatically solving the ticket.

To correct this email workflow issue

  1. Investigate the events of the ticket to understand why the ticket is changing statuses and identify the trigger.
  2. Edit the trigger responsible for the update. Remove or edit the action related to changing the ticket status to not solve the ticket.

For more information, see the article: Customer emails don't show up in Zendesk.

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