New ticket always registering as Open

Answered

3 Comments

  • Jonathan March
    Community Moderator

    Hi Adriano. I am a ZD user like yourself, and I'll be glad to try to get you started with this.

    The first step is to look at all the actions that occurred when the ticket was created. You can find these in the ticket's event history. See this article: 

    https://support.zendesk.com/hc/en-us/articles/203691176-Viewing-all-events-of-a-ticket 

    If the cause still isn't obvious from looking at these events, please copy and paste all the events into your response here and we'll try to help you troubleshoot.

     

    0
  • Adriano Ceccarelli

    Hello!

    It was the first thing I did.
    As I had already worked with a Zendesk, I investigated all the triggers and as the account is new I did not understand why this is happening.
    I hope someone helps me.

    1
  • Kay
    Community Moderator

    Hi Adriano 👋

    You've actually stated part of the answer yourself: you are the only agent.
    And Zendesk has inborn ticket rules which apply here.

    Some business rules in Zendesk Support are inborn, meaning that they cannot be reconfigured and are default behavior in Zendesk Support:
    • When a New ticket is assigned to an agent, the ticket status automatically changes to Open. You'll see the change after you update the ticket.
    • If there's only one agent group, all tickets are automatically assigned to that group.
    • If there is only one agent in a group that can be assigned tickets, all tickets assigned to that group will automatically be assigned to that one agent. Some agents in groups, such as light agents, do not have permission to be assigned tickets. 


     

    2

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