Why is the customer's reply not changing the ticket status to open?

Question Why didn't my ticket reopen with a comment from the end user? Answer When an end user comments on a pending, solved, or on-hold ticket, the ticket status changes to Open. This is part of the inborn system ticket rules. If an update of a requester doesn't change the status to Open, it could be one of the causes below.
A trigger changed the status
API updated the ticket status using agent credentials to perform the update
The requester is an agent
A trigger changed the status A trigger can update the ticket and change the status to Solved. Check the events of the ticket to see what triggers fired on a particular update. API updated the ticket status using agent credentials to perform the update If the status is not specified in the API request, then the API call may not update the ticket status to Open. View the events on the ticket and check if the API was used to update the ticket. Updates made using the API show a By Web Service message when viewing the ticket events. When updating tickets via the API, there are two different ways to do so:

The Requests endpoint This endpoint can be used by authenticated end users. When you add a comment to a ticket from this endpoint, the ticket automatically reopens because the actor is an end-user.

The Tickets endpoint Only agents or admins are allowed to use the tickets endpoint but can pass in an author_id along with a comment to make it appear to have been sent by an end user: Author ID. Because the actor on this endpoint is an agent, the ticket doesn't automatically reopen. To reopen the ticket when using this endpoint, include a "status":"open" attribute with the ticket update request. To confirm that your API call used the Tickets endpoint, check the audits of the ticket: api/v2/tickets/TICKET_ID/audits.json.
Check if the audit's author is the same as the comment's author.
If they match, then the user listed is the actor. If they don't match as in the example below, the update was made using the tickets endpoint and passing a different author_id in when updating the ticket.


The requester is an agent It is expected behavior that if a requester replies to a ticket, and is also an agent, the ticket stays in whichever status was selected at the time of their reply. If the requester of the ticket is an agent, make the status change to open with a trigger with the conditions below.
Under Meet ALL of the following conditions, select Add condition:

Object > Ticket > Ticket | Is | Updated


Lookup relationship > Requester > Requester | Is | (current user)


Ticket details > Current user | Is | (agent)


Object > Ticket > Ticket status | Not changed to | Solved



Under Actions:
Object > Ticket > Ticket status | Open


Alternatively, your agents can use the Mail API to pass through the ticket status #open as they reply by email. For more information, see the article: Admin's guide to the Zendesk API.
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Why is the customer's reply not changing the ticket status to open? Why didn't my ticket reopen with a comment from the end user? Why does the ticket status or progress or state not update when a customer or user or visitor replies?
When an end user comments on a pending, solved, or on-hold ticket, the ticket status changes to Open as part of the inborn system ticket rules. If an update of a requester does not change the status to Open, it could be because a trigger changed the status, an API updated the ticket status using agent credentials, or the requester is an agent.

How do I check if an auto-reply or notification rule changed the status? Why did a trigger change the ticket status back to solved?
A trigger can update the ticket and change the status to Solved. Check the events of the ticket to see what triggers fired on a particular update.

Why did the API call not update the ticket status to Open? Why does an update show a "By Web Service" message in ticket events?
If you do not specify the status in the API request, then the API call may not update the ticket status to Open. Updates made using the API show a "By Web Service" message when you view the ticket events.

Can I use the Requests endpoint to reopen a ticket? Does the ticket automatically reopen when an end user adds a comment via the Requests endpoint?
Yes. The Requests endpoint can be used by authenticated end users. When you add a comment to a ticket from this endpoint, the ticket automatically reopens because the actor is an end user.

Why does a ticket not reopen when using the Tickets endpoint with an author_id? How do I reopen a ticket when updating via the Tickets endpoint?
Only agents or admins are allowed to use the tickets endpoint but can pass in an author_id along with a comment to make it appear to have been sent by an end user. Because the actor on this endpoint is an agent, the ticket does not automatically reopen. To reopen the ticket when you use this endpoint, include a "status":"open" attribute with the ticket update request.

How do I confirm that an API call used the Tickets endpoint? How do I check ticket audits for the comment author?
Check the audits of the ticket by using api/v2/tickets/TICKET_ID/audits.json. Check if the audit's author is the same as the comment's author. If they match, then the user listed is the actor. If they do not match, the update was made using the tickets endpoint and passing a different author_id in when you update the ticket.

Why does a ticket stay in its current status when a requester replies? What is the expected behavior when the requester of a ticket is an agent or support person?
It is expected behavior that if a requester replies to a ticket, and is also an agent, the ticket stays in whichever status was selected at the time of their reply.

How do I create a trigger to change the ticket status to open when an agent replies as the requester? What conditions do I use to reopen tickets requested by team members?
If the requester of the ticket is an agent, make the status change to open with a trigger.


Under Meet ALL of the following conditions, select Add condition:
Select Object > Ticket > Ticket | Is | Updated

Select Lookup relationship > Requester > Requester | Is | (current user)

Select Ticket details > Current user | Is | (agent)

Select Object > Ticket > Ticket status | Not changed to | Solved

Under Actions, select: Object > Ticket > Ticket status | Open




Can agents use the Mail API to pass through a ticket status? How do I use the #open command in an email reply?
Yes. Alternatively, your agents can use the Mail API to pass through the ticket status #open as they reply by email.


