Customer Reply Not Changing Ticket Status - Frequently asked questions
Frequently asked questions
Why doesn't a customer's reply reopen a Zendesk ticket?
A customer's reply should typically reopen a Zendesk ticket, but there are exceptions. If a ticket doesn't reopen, it might be due to triggers, API updates, or the requester being an agent. Triggers can automatically change the ticket status, and…
How can triggers affect ticket status in Zendesk?
Triggers in Zendesk can automatically change the status of a ticket, sometimes preventing it from reopening. If a trigger is set to change the status to Solved, it might override the default behavior of reopening the ticket when a customer…
What role does the API play in ticket status updates?
The Zendesk API can update ticket statuses, but it might not always reopen tickets. If the API call doesn't specify a status change, the ticket might not reopen. When using the Tickets endpoint, ensure to include a "status":"open" attribute to…
Why doesn't a ticket reopen when the requester is an agent?
If the requester is an agent, the ticket won't automatically reopen. This is expected behavior in Zendesk. To change this, create a trigger that sets the ticket status to Open when an agent replies. This involves setting conditions and actions in…
How can I troubleshoot ticket status issues in Zendesk?
To troubleshoot ticket status issues in Zendesk, start by checking the ticket's event log. This log shows what actions were taken and which triggers were fired. Look for any unexpected status changes and adjust triggers or API calls as needed. If…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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