Why are new tickets closing right after I open them? Why aren't emails creating new tickets?
A trigger is firing based on a matching condition in the ticket and automatically solving the ticket. To correct this email workflow issue:
- Investigate the events of the ticket to understand why the ticket is changing statuses and identify the trigger.
- 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.