Challenges of Zendesk's 28-Day Ticket Closure
What are the challenges of Zendesk's 28-day ticket closure for businesses?
Many businesses, especially those with regulatory obligations or complex workflows, find the 28-day ticket closure challenging. It can interfere with data access, reporting, and integration with other systems. Some users have expressed frustration over the inability to modify or access closed tickets, which can impact billing and long-term record-keeping.
More related questions
Can I stop a Zendesk ticket from closing after 28 days?
No, you cannot stop a Zendesk ticket from closing after 28 days in a solved status. This is a system rule that cannot be adjusted or altered through automations or triggers. If you have custom ticket statuses activated, tickets will retain their…
Why does Zendesk close tickets after 28 days?
Zendesk closes tickets after 28 days in a solved status to prevent ticket backlog overflow. This rule is hardcoded and is intended to maintain system efficiency. While this may not suit all business models, it is a standard feature of Zendesk's…
How do custom ticket statuses work with closed tickets in Zendesk?
In Zendesk, if you have custom ticket statuses activated, these statuses are retained even after a ticket is closed. This means that while the ticket is technically closed, the custom status you assigned will still be visible, allowing for some…
Can Zendesk's 28-day ticket closure rule be customized?
Currently, Zendesk's 28-day ticket closure rule cannot be customized. This limitation is a source of frustration for some users who require more flexibility for their business processes. Despite requests for a configuration-driven approach, the…
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