(12) How Closed Tickets Work

The purpose of this article is to inform you about tickets in Zendesk with a Closed status. If Ticket Statuses are new to you, head to this article first to understand which statuses are available to you.

In this article, we will review the following:

  • What is a Closed Ticket?
  • How Tickets Get Assigned a Closed Status
  • How to Follow Up on a Closed Ticket?
  • What Happens When a Customer Responds to a Closed Ticket?

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💡 Key Terms and Definitions

  • Ticket - In Zendesk, a ticket refers to each customer request. Tickets can originate from various sources, such as emails, live chats, form submissions, and phone calls.
  • Ticket Status - Ticket Status is how Zendesk helps you stay organized. Each Ticket Status indicates the desired next step for the individual ticket. 

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What is a Closed Ticket?

A closed ticket is the final ticket status in Zendesk. Once a ticket is closed, it is no longer able to be updated by an agent, administrator, or customer. 

The closed ticket status cannot be selected manually and is only applied to tickets via automation in Zendesk. 

 

How Tickets Get Assigned a Closed Status

Once a ticket has been in the solved status for the number of days set by your administrator, Zendesk will automatically transition the ticket to a closed status. Identifying a closed ticket can be done in a few different ways. 

See the ticket example below that highlights the identifiers. 

 

How to Follow Up on a Closed Ticket?

If you need to respond to a customer on a ticket that is already closed, simply click on the Create follow-up button on the bottom right of the ticket screen. 

Once selected, a new ticket will be created as a reply to the original email with the same subject line.

 

What Happens When a Customer Responds to a Closed Ticket?

If a customer responds to a closed ticket, a new ticket will be created in Zendesk. The customer won’t be made aware that the previous ticket was closed and they will continue to interact with you as normal. The only difference that the customer might take note of is a new ticket number.Â