Status for closed tickets now shows as "Solved"

3 Comments

  • Aubree
    Zendesk Customer Care

    Hello Eric,

    Thanks for bringing this to our attention! I’m going to create a ticket on your behalf so we can get this resolved for you. You’ll receive an email shortly stating your ticket has been created so feel free to reply back to that with any other information you think may help.

    0
  • We are also experiencing this issue.  Would the resolution for Eric be implemented out to all?  

    0
  • Gaurav Parbat
    Zendesk Product Manager

    Hi All,

    Yes, this is a change in behavior. To retain the Ticket Status 'Solved' after a ticket is not editable anymore. The Status Category 'Closed' Is still available for rules. However, it is not displayed in the Agent's view.


    With CTS, you can now add many statuses in the solved category. e.g. 'Resolved', 'Auto solved', 'Customer Closed' etc. If these tickets have a Closed status only, you would lose context of why or how a ticket was solved. For better information in views and for better reporting in explore we are currently retaining the last Solved Ticket Status when a ticket is closed. We are looking at a better way to differentiate between tickets that can be edited vs tickets that cannot be edited anymore. 

    If you do wish to see these tickets separately in a view, you can always group by status category and all tickets that are in the Closed status category will show up together. 

    We are looking to gather more feedback specifically about this change in the EAP. Please share your comments on how this change would impact your experience. 

    Thanks,
    Gaurav 

    -1

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