Updating and solving tickets

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<p class="p">Throughout a ticket's lifecycle, both requesters and agents often need to ask
questions and seek clarification. As you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450" target="_blank">work with tickets</a>, you’ll
likely change their status multiple times.</p>
<p class="p">This article explains how to manage ticket status changes and solve tickets.</p>
<p class="p">Understanding how to manage ticket status changes can improve the requester-agent
relationship. Ticket statuses inform requesters about the progress of their
support requests while they help you, as an agent, manage your workflow.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="topic_jnl_pc1_vt__ul_axl_hp1_vt">
<li class="li"><a class="xref" href="#id_xsq_5f5_st">Updating a ticket and changing
its status</a></li>
<li class="li"><a class="xref" href="#topic_myd_gdx_qf">Solving a
ticket</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic_jnl_pc1_vt__ul_o2c_wn1_2dc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938" target="_blank">About the ticket
lifecyle and ticket statuses</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk
Agent Workspace</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="id_xsq_5f5_st">
<h2 class="title topictitle2" id="ariaid-title2">Updating a ticket and changing its status</h2>
<div class="body">
<p class="p">In a ticket, the Submit button applies any updates you make and allows
you to select a ticket status. You can update tickets with changes
such as public replies, internal notes, and so on with or without
changing the ticket status.</p>
<div class="p">
<strong class="ph b">To update a ticket and change its status</strong><ul class="ul" id="id_xsq_5f5_st__ul_dbp_b41_2dc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>,
select a ticket and take one of the following
actions:<ul class="ul" id="id_xsq_5f5_st__ul_ygt_c41_2dc">
<li class="li">If you updated the ticket and don’t want to
change its status, click the <strong class="ph b">Submit as [status
name]</strong> button.</li>
<li class="li">If you want to change the ticket's status,
click the arrow (<img class="image" id="id_xsq_5f5_st__image_t3s_vrk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_submission_open.png">) in the <strong class="ph b">Submit as</strong> button to open the
status options menu.<p class="p">You can change a ticket's
status whether or not you've made an update to the
ticket.</p>
<p class="p">Click the status you want to update
the ticket with.</p>
<p class="p"><img class="image" id="id_xsq_5f5_st__image_pnv_yrk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_update_standard_status.png" width="300"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_lqf_myk_fdc" target="_blank">About standard
ticket statuses</a>.</p>
</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_fy4_csk_fdc">
<h3 class="title topictitle3" id="ariaid-title3">About the statuses available in the status picker</h3>
<div class="body">
<p class="p">The ticket statuses available to you in the status picker depend
on how an admin has configured your account. You may have
access to only five standard ticket statuses – New, Open,
Pending, On-hold, and Solved – or you might see other,
custom ticket statuses.</p>
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<th class="entry cellrowborder" id="d52e149">Status picker with standard
statuses</th>
<th class="entry cellrowborder" id="d52e152">Status picker with custom statuses</th>
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<td class="entry cellrowborder" headers="d52e149" style="vertical-align:top;"><img class="image" id="topic_fy4_csk_fdc__image_pfp_ksk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/system_ticket_statuses.png" width="250"></td>
<td class="entry cellrowborder" headers="d52e152" style="vertical-align:top;"><img class="image" id="topic_fy4_csk_fdc__image_m4s_ksk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_ticket_statuses_agent_guide.png" width="200"></td>
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<p class="p">Additionally, depending on which form is applied to the ticket,
the status options available in the list may be limited to
only statuses configured for that form. If you switch the
form, the statuses available might change. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7755811560346" target="_blank">About form ticket
statuses</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_myd_gdx_qf">
<h2 class="title topictitle2" id="ariaid-title4">Solving a ticket</h2>
<div class="body">
<p class="p">After you've resolved a requester’s issue, you should solve the ticket.
Solving a ticket means you’re done with the ticket and the requester
is satisfied with the resolution.</p>
<p class="p">Keep in mind that a requester can reopen a solved ticket by responding
and adding a new comment. For example, the requester may disagree
that their issue was resolved or something new occurred that
invalidated the resolution.</p>
<p class="p">Solving a ticket is usually your last step in a ticket’s lifecycle. The
next, final step in a ticket’s lifecycle is the ticket being closed,
which occurs through an automation and can’t be performed manually.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_zxw_4yk_fdc" target="_blank">Understanding how tickets are
closed</a>.</p>
<p class="p"><strong class="ph b">To solve a ticket</strong></p>
<ol class="ol" id="topic_myd_gdx_qf__ol_ifm_dtk_fdc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>,
select the ticket you want to solve.</li>
<li class="li">Optionally, update the ticket.</li>
<li class="li">Click the arrow (<img class="image" id="topic_myd_gdx_qf__image_rbf_gtk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_submission_open.png">) in the <strong class="ph b">Submit as</strong> button to open the status
options menu.<ul class="ul" id="topic_myd_gdx_qf__ul_kxp_htk_fdc">
<li class="li">If you only see the five standard statuses,
click <strong class="ph b">Solved</strong>.</li>
<li class="li">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306-Enabling-Custom-Statuses" target="_blank">custom ticket
statuses are activated</a>, select a ticket
status in the solved status category.<p class="p"><img class="image" id="topic_myd_gdx_qf__image_m3l_yvk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_update_submit_solved.png" width="300"></p>
<div class="p">Ticket statuses in the solved status category can be identified by the gray icon (<img class="image" id="topic_myd_gdx_qf__image_ogv_zvk_fdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_status_color_solved_gray.png" width="21">) next to their names.<div class="note attention">
<span class="attentiontitle"></span> When you solve a ticket with a
custom ticket status, the ticket retains the
solved status even after it’s closed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_zlx_pyk_fdc" target="_blank">About closed
tickets solved with a custom
status</a>.</div>
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