Custom ticket statuses can affect how and when a ticket status changes automatically in Zendesk. If you've set up new business rules, the default behavior might not apply.
To understand how your custom settings impact ticket status changes, it's best to review the events of the ticket. This will provide insight into what actions or rules are causing the status to change.
Your Zendesk ticket status changes to open automatically when a new ticket is assigned to an agent. This change occurs after the ticket is updated. Additionally, if a ticket is in a pending, solved, or on-hold status and an end user comments on it,…
A Zendesk ticket status changes to open when a new ticket is assigned to an agent or when an end user comments on a ticket that is pending, solved, or on-hold. This automatic change helps ensure that tickets requiring attention are brought to the…
To determine the cause of a ticket status change in Zendesk, you should check the events of the ticket. This will show you what actions or comments triggered the change. Understanding the events can help you identify if the change was due to…