https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404237793435-Solving-a-ticket-and-understanding-how-it-is-closed
Once you've resolved a requester's support issue, you change the ticket status to Solved, using the Submit button as described above. This should mean that you're done with the ticket and that the requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after being set to Solved by responding and adding a new comment.
After you set a ticket to Solved, the following status is Closed. However, you can't manually change a ticket to Closed; it is set to that status using a predefined business rule called automation.
The default automation setting is that a ticket is closed automatically 7 days after it has been solved.
After a ticket's status has changed to Closed, the requester can no longer reopen it. They can, however, create a follow-up request that references the original, now closed ticket. Agents can also create a follow-up for a closed ticket.
Related Articles
https://sierramadreresearch.zendesk.com/hc/en-us/articles/4410006636827-Zendesk-Ticket-Handling
All the new emails will be automatically routed to the New Tickets bucket. If you're given permission to assign tickets then please go ahead and do so. If not proceed to the next step. You'll have your own bucket of tickets under your name. That's ...https://sierramadreresearch.zendesk.com/hc/en-us/articles/4409904332059-SMSBump-Ticket-Handling
File: https://docs.google.com/document/d/19TfzkWTgMyI31s5N4mv6Y2p71YMCf-m8eHZotoYCIkM/edit A sample message from Zendesk. Search the phone number in Zendesk. If there is a previous communication, assign the ticket to the support agent who previously ...https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404237741083-Submitting-updates-and-changing-ticket-status
The Submit button applies any updates you make to a ticket (status changes, public or internal comments, and the like) and allows you to select the ticket status. To submit updates to a ticket without changing the ticket status Click ...https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404003640731-Ticket-Status
There are four standard statuses you can apply to a ticket: New indicates that no action has been taken on the ticket. Once a New ticket's status has been changed, it can never be set back to New. Open indicates a ticket has been assigned to an agent ...https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404059655963-Ticket-Tagging
This article describes how agents can add tags to tickets. Adding tags to a ticket can help provide more context for the request so that tickets can be viewed and tracked based on their topics/categories. Adding tags to tickets Currently, we have ...