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Custom ticket status issue

Related products:Support
  • May 27, 2023
  • 1 reply
  • 2 views
S

Hi, we noticed that once custom ticket statuses are activated, the Closed tickets basically have two different statuses: they're stating to be both Closed and Solved. This might cause some confusing within the agents, as they are in a view, glimpsing the tickets there, and the closed tickets seem to be solved. Once they open the ticket, or hover over it, then they see it is actually closed, not solved (screenshot below).

This was not an issue before activating custom ticket statuses. We have not edited the custom statuses, so we assume all Zendesk instances behave this way.

Thanks for considering changing this!

    1 reply

    Cathy16
    • Cathy16Employee
    • Employee
    • June 6, 2023

    Hi Sini, thanks for reaching out and for sharing this feedback!

    Please note that solved is a ticket status, and closed is a ticket state, meaning a closed ticket is no longer editable. 

    As mentioned in this Help Article, "When custom ticket statuses are activated, any tickets that are solved with a status in the Solved status category retain that ticket status even after they are closed. This helps provide context of how or why a ticket was solved." You'll see in the article and in your screenshot that there is also a visual indicator / icon that a ticket is closed. 

    If it's helpful for your agents' workflows, we also recently improved the search filter to include an "include closed tickets" checkbox that they can uncheck if they'd like to remove closed tickets from their search results - see help article here.

    Hope this helps!

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