Updating and solving tickets


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Throughout a ticket's lifecycle, both requesters and agents often need to ask
questions and seek clarification. As you work with tickets, you’ll
likely change their status multiple times.
This article explains how to manage ticket status changes and solve tickets.
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.
This article includes the following topics:

Updating a ticket and changing
its status
Solving a
ticket

Related articles:
About the ticket
lifecyle and ticket statuses
About the Zendesk
Agent Workspace




Updating a ticket and changing its status

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.

To update a ticket and change its status
In Support,
select a ticket and take one of the following
actions:
If you updated the ticket and don’t want to
change its status, click the Submit as [status
name] button.
If you want to change the ticket's status,
click the arrow ( ) in the Submit as button to open the
status options menu. You can change a ticket's
status whether or not you've made an update to the
ticket.
Click the status you want to update
the ticket with.

See About standard
ticket statuses.







About the statuses available in the status picker

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.








Status picker with standard
statuses
Status picker with custom statuses










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 About form ticket
statuses.




Solving a ticket

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.
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.
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 Understanding how tickets are
closed.
To solve a ticket

In Support,
select the ticket you want to solve.
Optionally, update the ticket.
Click the arrow ( ) in the Submit as button to open the status
options menu.
If you only see the five standard statuses,
click Solved.
If custom ticket
statuses are activated, select a ticket
status in the solved status category.
Ticket statuses in the solved status category can be identified by the gray icon ( ) next to their names.
When you solve a ticket with a
custom ticket status, the ticket retains the
solved status even after it’s closed. See About closed
tickets solved with a custom
status.






