image for site

Closed Tickets Show as Solved in Zendesk

Discover why closed tickets show as 'Solved' in Zendesk with custom statuses. Understand the implications for ticket management.

What happens to closed tickets in Zendesk with custom statuses?

In Zendesk, when custom ticket statuses are used, closed tickets will display the 'Solved' status instead of 'Closed'. This means that while the ticket appears as 'Solved', it is actually in a closed state and cannot be edited. This is a feature of the custom status functionality, ensuring that the ticket's final status is preserved as it was when solved.


More related questions

Why is the 'Closed' ticket status missing from my Zendesk tickets?

The 'Closed' ticket status might be missing because closed tickets retain the 'Solved' status when custom ticket statuses are activated. Even though they show as 'Solved', these tickets are indeed in a 'closed' state and cannot be edited. This is…

Can I edit closed tickets in Zendesk?

No, you cannot edit closed tickets in Zendesk. Once a ticket is in a closed state, it is locked from further edits. This is true even if the ticket shows a 'Solved' status due to custom ticket statuses being activated. The 'Solved' label indicates…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites