In Zendesk, the transition from "Solved" status to "Closed" is a central step in the support workflow that affects customer satisfaction, data quality and efficiency in support work. A correct understanding of the mechanism is important for making the most of Zendesk.
This article goes through how the process works, how the period can be adjusted, and which fixed limits Zendesk sets.
The standard automatic closing
When an agent marks a ticket as "Solved", Zendesk starts a countdown. By default, the ticket automatically changes to "Closed" after 4 days.
This is handled by a built-in default automation that exists in all Zendesk accounts:
Close ticket 4 days after status is set to solved
The purpose of the 4-day period is to give the customer the opportunity to respond. If the customer replies to a ticket with the status "Solved", the ticket is automatically reopened and given the status "Open", so that it appears in the queue again. This reduces the risk of cases remaining unresolved.
Adjusting the closing period: Tailor the workflow
Zendesk makes it possible to adjust the period so that it fits your business needs and customer flow.
How to adjust the automation step by step
The existing automation can be edited to shorten or extend the waiting time.
- Navigate to the Admin Center (the gear icon) in the side panel.
- Go to Objects and rules in the left-hand menu and select Automations.
- Find the automation named "Close ticket after X days...".
- Click the automation to edit the conditions. The time interval can be changed under "Execute actions".
The interval that can be selected is:
- Earliest: 1 hour after the ticket is set to "Solved".
- Latest: 28 days after the ticket is set to "Solved".
Recommendations: Choosing an appropriate interval
The choice of interval should reflect customers' needs and internal processes.
- Fast, transactional support: With many simple enquiries (e.g. password resets, invoice queries), a shorter period of 24-48 hours may be appropriate. This keeps the queues tidy and supports a high-frequency support model.
- Complex, technical support: If solutions require implementation or testing at the customer's end, a longer period of 7-14 days may be relevant. This gives the customer time to validate the solution and can reduce unnecessary reopenings.
- Proactive customer service and follow-up: A longer period can provide the opportunity for proactive follow-up before closing, e.g. by setting a reminder to contact the customer after 5 days to ensure that the solution is still working.
- Compliance with SLAs: The chosen interval should be in line with any Service Level Agreements (SLAs), including requirements for how long a case must be kept open for follow-up.
The non-negotiable system limit: The 28-day rule
Even with the option to adjust it, there is a fixed system limit that cannot be changed:
All tickets are automatically closed after 28 days in "Solved" status.
This is a built-in mechanism in Zendesk that ensures tickets do not remain in a persistent "Solved" state, which can affect performance and data integrity over time.
This means that:
- Even if the default automation that closes tickets is deleted, Zendesk will still close tickets after 28 days.
- Zendesk cannot be configured to leave a ticket "Solved" for more than 28 days.
In-depth insight: More than a status change
The transition from "Solved" to "Closed" has consequences for both the customer experience and internal data.
Impact on customer experience (CX) and CSAT
Customer satisfaction surveys (CSAT) are typically triggered when a ticket is set to "Solved", not when it is closed.
- Timing: If a ticket is closed automatically after 1 hour, the CSAT survey is sent almost immediately. This can be too quick if the customer has not had time to read the reply.
- The default period: The default period of 4 days often acts as a compromise, where the customer is given time to assess the solution before feedback is requested.
- Long periods: With a period of 14 days, the customer may have forgotten the enquiry by the time the survey is received, which can affect the response rate and relevance.
Significance for reporting and KPIs
The choice of period also affects key figures (KPIs) in Zendesk Explore.
- First Resolution Time: Typically measured from the time a ticket becomes "Open" to the first time it becomes "Solved". The KPI is affected by when the agent sets the case to solved.
- Full Resolution Time: Measures the total time a case has been open, including the time after reopenings. A short "Solved"-to-"Closed" period can help make the measurement as accurate as possible.
- Reopen Rate: Too short a period can increase the reopen rate, because customers respond quickly. Too long a period can hide real reopenings if the customer creates a new ticket instead.
Troubleshooting: Why does a ticket not close as expected?
If a ticket does not close as expected, the following can be checked:
- Conflicts with other rules: Another automation or trigger can update the ticket and thereby reset the "Solved" timer. A trigger that, for example, adds an internal note or updates a field can in some cases cause this. Check whether other rules interfere with the closing automation.
- Manual updates: If an agent or an integration adds an internal note or updates a custom field on a ticket with the status "Solved", this can in some cases reset the countdown, depending on the set-up.
- Configuration error: Check that the correct automation has been edited, and that the conditions have been saved correctly. A minor error can prevent the automation from running.
- Time zones and calendar time: Automations in Zendesk run on calendar time and not defined "Business Hours". A 4-day rule is always 4 full days (96 hours), regardless of opening hours.
Quick overview: Closing periods in Zendesk
| Setting | Time before closing | Notes |
|---|---|---|
| Default setting | 4 days | Built into all new Zendesk accounts. |
| Custom automation | 1 hour – 28 days | Can be adjusted as needed. |
| Maximum system limit | 28 days | A fixed limit set by Zendesk. Cannot be changed. |
Conclusion: Optimising the workflow from "Solved" to "Closed"
Managing the transition from "Solved" to "Closed" can be used to balance the need for the customer's opportunity to follow up, the collection of CSAT feedback and an efficient ticket queue. Choosing an appropriate interval should take into account customer behaviour, internal processes and any SLA requirements.
If you need help configuring the automation or assessing an appropriate set-up, you are welcome to contact support.