Why New Tickets Open? - Frequently asked questions
Frequently asked questions
Why are my new Zendesk tickets being created in Open status?
New tickets in Zendesk may be created in Open status due to automatic assignment. When a ticket is assigned to a group with only one member, that agent becomes the ticket's assignee, and the ticket status changes from New to Open. This is a…
How can I measure the time a ticket stays in Open status in Zendesk?
You can measure the time a ticket remains in Open status by creating a report in Zendesk Explore. This allows you to track the duration a ticket spends in each status, including Open. To set this up, you can follow a specific recipe provided by…
Can I create a view for New tickets in Zendesk?
Yes, you can create a view for New tickets in Zendesk, but you may need to adjust your setup. If tickets are automatically assigned to an agent upon creation, they will not appear as New. To keep tickets in the New status, consider adding another…
What happens when a ticket is assigned to a single-agent group in Zendesk?
When a ticket is assigned to a group with only one agent in Zendesk, that agent automatically becomes the ticket's assignee. As a result, the ticket status changes from New to Open. This automatic assignment is part of Zendesk's built-in rules,…
How can I prevent new tickets from automatically changing to Open status?
To prevent new tickets from automatically changing to Open status, you can adjust your group assignments. By adding more agents to the initial group, tickets can remain unassigned and retain their New status. Alternatively, create a separate group…
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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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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