Why does my ticket status change to open automatically?

When an admin assigns a new ticket to an agent, the ticket status automatically changes to open. You see the change after you update the ticket.

Additionally, if the ticket status changes to pending, solved, or on-hold, and an end user comments on the ticket, the ticket status also changes to open.

Note: If you activate custom ticket statuses and set up new business rules to take action on ticket updates, this behavior can differ. The best way to determine the cause of a ticket status change is to check the events of the ticket.

For more information about default behaviors in Zendesk Support, see About system ticket rules.