Feature Request: Do not automatically reopen tickets on customer response


  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing your feedback, Carol. 

    If others like Carol's idea or have similar needs, please be sure to up vote her post or add details in the comments below. Or, if you have a suggestion for a workaround, that would be welcome as well. 

  • Dave Atkinson

    This is a huge headache for me. In fact, I have given up on even trying to close tickets because they end up reopening. Please give us the option to shut this feature off.

  • Lauren Giblin

    I have created a Macro called "Thank You Solve" it sets the status to Solved and adds a tag thank_you_solve or whatever you want to use that makes sense. I then exclude that tag from those Metrics. Obviously agents have to use the Macro for this to work or the data will not be correct. 


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