David Warby

Another suggestion for ZenDesk would be to stop the auto re-opening of solved tickets when replied to. 

Make re-opening a ticket a purposeful action, add a button to the email or a link that would allow the user to re-open the ticket by purposely choosing this action versus just replying to a solved ticket.

In our environment 95+% of all replies to solved tickets are thank yous or something similar and making re-opening a ticket a purposeful action would eliminate the need for special triggers, automationa, tags, etc that leave room for error.

So for anyone looking to "lock" solved tickets and only allow agents to re-open a ticket here is what we have done and seems to work so far.

Create a new trigger

Meet all of the following conditions:

• Ticket Status changed from solved
• Ticket Status changed to open
• Other: Current user is not agent
• You can add a Brand/Org filter if required

Perform these actions:

• Notifications Email User (current user)
• Create your email template
• Ticket Status Solved

Sample email template:

The issue described in ticket {{ticket.id}} has been considered resolved.

If you feel this issue has not been resolved, please contact us at  and request that the ticket be re-opened.

If you have another issue you need assistance with fell free to submit a request at , or .

• Deactivate the trigger that notifies assignee of re-opened tickets.

Hopefully this will help someone else looking to accomplish this as well.