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Ticket status is not changed with submission of new comments

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Gabriel from Contractbook

已于 2022年7月08日 发布

We have experienced that adding public comments to a ticket in Zendesk and then trying to change the ticket status with it simultaneously, doesn't update the status but results in submitting the ticket with its previous status.

It causes users to receive multiple notifications since agents have to manually change the status again, after submitting their comments. 

Any possibility to change that?

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    Lou

    The Product Manager Whisperer - 2022Community Moderator

    That's definitely not normal behavior. Have you looked at the events to see what's happening?

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    Brett Bowser

    Zendesk Community Manager

    Hey Tanya,
     
    Just echoing what Louis said and that's definitely not expected behavior. I would recommend checking the events of the ticket to see if there's a trigger that keeps firing and changing the status.
     
    More information on checking ticket events here: Viewing all events of a ticket
     
    Let us know if you continue to experience issues!
     

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