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Zendesk Ticket Status: Solved and Reopened

Understand what happens when a ticket is marked as solved in Zendesk and how customer responses are managed.

What occurs when an agent marks a ticket as solved in Zendesk?

When an agent marks a ticket as solved, the ticket is removed from the active queue. However, if a customer responds to the solved ticket, it will be reopened and reassigned to the original agent if they are available. This process ensures that customer follow-ups are handled by the same agent, providing continuity and a better customer experience.


More related questions

What happens if agents are offline or at capacity in Zendesk?

When agents are offline or at capacity, Zendesk's omnichannel routing will queue the tickets. This ensures that no new tickets are assigned to agents who are unavailable, maintaining a smooth workflow. The system will hold these tickets in the…

How does Zendesk handle ticket assignment when two agents are online?

When two agents are online, Zendesk's omnichannel routing will assign tickets based on availability and capacity. The system evaluates which agent is best suited to handle the ticket, considering factors like current workload and skill set. This…

How does Zendesk handle a customer response to a solved ticket?

If a customer responds to a solved ticket, Zendesk will reopen the ticket and attempt to reassign it to the original agent. This reassignment is contingent on the agent's availability. By doing so, Zendesk ensures that the customer receives a…

What happens if an agent assigns an active conversation to another agent?

When an agent assigns an active conversation to another agent, the conversation is transferred immediately. The receiving agent will see the conversation in their queue and can begin addressing it right away. This feature allows for flexible team…

What if an agent doesn't accept a message offered by Zendesk?

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How does Zendesk manage inactive conversations in the queue?

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How does Zendesk handle emails with the auto-route tag when two agents are online?

When an email with the auto-route tag is received and two agents are online, Zendesk will automatically assign the email to one of the agents based on their availability and capacity. This feature streamlines the process of email handling, ensuring…

What is the process when a voice call is received and two agents are online?

When a voice call is received and two agents are online, Zendesk will route the call to the most suitable agent based on their availability and current workload. This ensures that calls are handled efficiently and that customers receive timely…

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