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.

Why are new tickets assigned to a single-member group created in Open status?

When you assign a new ticket to a group with only one member, that agent automatically becomes the ticket’s assignee. A standard Zendesk ticket rule then changes the ticket from New to Open because it has an assignee.

This combination causes new tickets assigned to a single-member group to start in Open status instead of New.

Because of this behavior, use the Object | Ticket | Ticket | Is | Created condition, not Object | Ticket | Ticket status | Is | New, when you create triggers that run when a ticket is created.

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