Understanding Solved Tickets in Zendesk
What happens to a Zendesk ticket when it is marked as Solved?
When a Zendesk ticket is marked as Solved, it can still be reopened and updated. Solved tickets are not yet finalized, allowing for further interaction if needed. If a ticket remains in the Solved status without being closed by a trigger or automation, it will automatically transition to a Closed status after 28 days through a system action. This provides a window for any additional customer responses or updates before the ticket is permanently closed.
More related questions
What does it mean when a Zendesk ticket is Closed?
A Closed ticket in Zendesk is locked and cannot be reopened or updated. Once a ticket reaches this status, it is considered finalized and archived after 120 days. If an end user responds to a Closed ticket, a follow-up ticket is created instead….
Can I edit a Closed ticket in Zendesk?
No, Closed tickets in Zendesk cannot be edited. Once a ticket is closed, it is locked and any attempts to modify it will not be possible. If you need to add information or make changes, you will need to create a follow-up ticket. This ensures the…
How can I search for Closed tickets in Zendesk?
To search for Closed tickets in Zendesk, you can use the search operatorstatus:closed. This allows you to filter and locate tickets that have reached the Closed status. If custom ticket statuses are activated, Closed tickets will display a…
Can I change the time period before a Solved ticket becomes Closed?
Currently, Zendesk does not allow extending the default 28-day period before a Solved ticket automatically changes to Closed. This is part of the system design to maintain performance efficiency. However, tickets can be closed earlier than 28 days…
What is the best practice for closing tickets in Zendesk?
Zendesk recommends closing a ticket after three to five days of being marked as Solved. This practice allows customers a reasonable time to respond before the ticket is finalized. However, you can adjust the automation to close tickets anywhere…
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