It’s not possible for agents to manually close a ticket, or select Closed as a status within the ticket. This is because closed tickets cannot be modified in any way and business rules and the Zendesk API sometimes make changes upon or after a ticket solve. However, you can use triggers to automatically close tickets based on certain conditions, for example, the presence of a particular custom field value or a particular tag.
Can I edit a closed ticket in Zendesk?
Answer No, tickets in a closed status cannot be edited. Only tickets in solved {“show. Banner”:false,”url. Filters”:[“/community/”],”type”:”warning”,”title”:”Service Incident”,”content”:”An error occurred last week resulting in the deletion of many community posts.
This begs the inquiry “Can I edit tickets in a closed status?”
The most usefull answer is, no, tickets in a closed status cannot be edited. Only tickets in solved status can be edited before they are closed through business rules. Only follow-ups can be created from closed tickets. Ticket properties on closed tickets cannot be changed, furthermore, business rules such as triggers and automations do not act on closed tickets at all.
What is zendesk ticketing system?
Zendesk is a beautifully simple email based ticketing system for tracking, prioritizing, and solving customer support tickets. We put all your customer information in one place. Everything you need lives in a single location, so that communication between you and your customers is efficient, relevant, and personal.
Zendesk customer service and ticket software is designed as a full solution, providing your support agents with everything they need to manage customers and solve problems for your business. It’s time to leave those outdated spreadsheets and paper tickets in the dust. Experience the power of an online ticketing system with Zendesk.
What is Zendesk support suite?
The Support Suite (Zendesk Suite): A unified agent workspace with a full-service experience across channels. It includes chat, email, voice, messaging, and advanced features like business rules (Enterprise plan). The Sales Suite: Designed for a sales team, it offers live chat, voice, SMS, and automate outreach—all in one place.
To make your life easier, here is an overview of Zendesk’s features: The Support Suite (Zendesk Suite): A unified agent workspace with a full-service experience across channels. It includes chat, email, voice, messaging, and advanced features like business rules (Enterprise plan).
Can I create follow-up tickets from closed tickets?
Only follow-ups can be created from closed tickets. Ticket properties on closed tickets cannot be changed, furthermore, business rules such as triggers and automations do not act on closed tickets at all. For more information, see the article: About the inborn system ticket rules.
A common query we ran across in our research was “Is there a way to add tags to a closed ticket?”.
Another option is to create a ‘child-like’ ticket that is related to a the “closed ticket”. You can have a new custom field i., and e. ” closed linked ticket id” so you’d be able add new information (i. e. tags, internal notes, etc,) and still be able to search, report on these tickets accordingly.
An online ticket system catalogues all the interactions that take place between your customers and support team. Ticket system software assigns a number to every customer interaction and logs it as a ticket in your database, helping your team track, monitor, and resolve issues.