Improve Closed Status Automation and Extend Ticket Closing Beyond 28 Days
Our support teams would appreciate having a longer, customizable open timeframe on Solved tickets before they are Closed to allow for easier changes for monthly reporting. As a business, we would want to be able to determine through the existing automation the appropriate period of time for tickets to remain open and not be bound by only 28 days.
Additionally, we would request that Zendesk create a UI/UX enhancement that would either show a red warning message or block our ability to change this automation past 28 days.
Business Impact: Zendesk's limitation of closing solved tickets after 28 days negatively impacts our team's reporting. It makes it more cumbersome to use Zendesk and detracts from the accuracy of our reporting.
Without having red warning or blocking messages, we can as admin implement changes that are expected to work and do not due to Zendesk system limitations. This makes adds to the challenge of easily administering Zendesk.
Workaround: There is no simple administrative workaround to have solved tickets not close after 28 days.
What we'd ask for differently: We'd love the ability to choose how long to have solved tickets remain solved and not closed. We could then tailor this for different brands/groups using the automations. We'd also love Zendesk to flag more potential error or warning messages to guard against implementing a change that would not work.
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There is a workaround, actually.
We use automation to reopen tickets every 25 days (it also adds a specific tag) and trigger to solve this reopen ticket (it identifies by an added tag) and remove tagThis way ticket stays Solved
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You should be able to modify the automation. Look at a closed ticket's events and see which automation is closing it and change the number of days.
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We also need more than 28 days due to official regulations and being able to review tickets before they're closed. Furthermore we need to the possibility run some further actions with the automation that closes the tickets.
Zendesk should increase the time at least to 60 days instead of 28 days.
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