In Zendesk, aside from what happens in Automations, the task Due Date can be used as a criterion in Views. This means that you can create views to manage ticket workflow based on the due date.
However, without specific automations, the due date itself does not trigger any automatic actions like sending reminder emails or changing the ticket status. It serves as a reference point for managing tasks and ensuring timely follow-up.
When a ticket is assigned to an agent in Zendesk, its status automatically changes to Open. This change occurs after the ticket is updated, ensuring that the ticket is actively being worked on by the assigned agent. If you have activated ticket…
Once a ticket's status has been changed from New, it cannot be set back to New. This rule ensures that the ticket's progress is accurately tracked and prevents any confusion about the ticket's current state. This is a predefined business rule in…
If an end user comments on a ticket with a status of Pending, Solved, or On-hold, the ticket's status is automatically changed to Open. This ensures that the ticket is brought back to the attention of the support team for further action. For…
A ticket cannot be set to Solved without an assignee in Zendesk. If the setting to auto-assign tickets upon solving is enabled, and an agent submits a ticket as Solved without an assignee, the system automatically assigns the agent who solved the…
If the agent assigned to a ticket is removed from the group the ticket is assigned to, the ticket retains the group assignment, but the agent assignment is removed. However, for Solved tickets, an assigned agent is necessary. In such cases, if the…
In Zendesk, ticket type field values are not editable. This means that once a ticket type is set, it cannot be changed. This rule helps maintain consistency and accuracy in ticket categorization, ensuring that the type of each ticket remains clear…
Closed tickets in Zendesk cannot be updated in most cases, but they can be deleted. Requesters can create a follow-up request that references a closed ticket, but they cannot reopen the closed ticket. Currently, tags on closed tickets can be edited…
Tickets that are part of a user or organization merge, including archived and closed tickets, are updated with the receiving user or organization. These changes are reflected in the tickets' event logs. This ensures that all tickets are accurately…
In Zendesk, you cannot assign a ticket to an agent without first assigning it to a group. This rule ensures that tickets are organized and managed within the appropriate team structure. If an agent takes or automatically solves a ticket without…