Reverting Zendesk Ticket Status to New
Understand why Zendesk restricts changing a ticket status back to New after it has been updated.
Why can't I revert a Zendesk ticket status to New?
Zendesk does not allow reverting a ticket status to New to maintain status integrity. Once a ticket's status is changed from New, it cannot be set back to New. This restriction helps ensure that the ticket's progress is accurately tracked and managed.
For more information, see the article: About ticket fields.
More related questions
Can I change a Zendesk ticket status back to New?
No, you cannot change a ticket's status back to New once it has been changed. In Zendesk, once a ticket's status is updated from New, it cannot be reverted to New again. This is a system limitation designed to maintain the integrity of ticket…
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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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Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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