Preventing Ticket Closure After 28 Days in Zendesk
Can I prevent a ticket from closing after 28 days in Zendesk?
Unfortunately, you cannot prevent a ticket from changing to a closed status after 28 days in a solved status in Zendesk. This is a system rule that cannot be adjusted or altered through automations and triggers.
However, you can keep a ticket in an 'on hold' status for as long as needed, which might be a workaround if you need to delay the closing of a ticket. This allows you to maintain the ticket's status without it automatically transitioning to closed.
More related questions
Why do solved tickets in Zendesk change to a closed status?
Solved tickets in Zendesk automatically change to a closed status after a set period. This is due to a default automation called 'Close ticket 4 days after status is set to solved.' This automation is essential as it allows end users a 4-day window…
How can I change the time before a ticket closes in Zendesk?
You can adjust the time before a ticket closes in Zendesk by modifying the default automation settings. The automation 'Close ticket 4 days after status is set to solved' can be customized to run anywhere between one hour and 28 days. To change…
What happens to tickets after they are closed in Zendesk?
Once tickets are closed in Zendesk, they remain in the closed status for 120 days before being automatically archived. During this time, closed tickets cannot be reopened or modified. If you need to reference a closed ticket, you can create a…
How can I exclude closed ticket events from Zendesk reports?
To exclude closed ticket events from your Zendesk reports, you can use the Updater role as a filter. This allows you to focus on specific updates made by agents rather than system-generated events. By filtering out NULL values, which represent…
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