I inherited this Zendesk account from the previous IT director and he seems to have somehow disabled the default setting for ticket status flow.
When tickets are in Pending status and a requester replies, it does not automatically change the status to Open. I cannot find any triggers or automatons that explain this.
Is there a way he could have changed that default setting?
I was under the impression that a ticket going from Pending to Open via a requester's response was a non-configurable option, and as such should happen automatically. Does your previous IT director have a custom trigger that overrides this?
As Duke has mentioned, responses by requester will place the ticket status to OPEN regardless of whether the status was previously pending or solved.
The exception to this is where the requester is an Agent or an Administrator. In these cases, the ticket status will remain unchanged.
Hi Ssoto,
To add to Duke and Graeme's comments, you may want to check the events that took place for such tickets to see if a Trigger or Automated rule was involved. To do so, as an Admin, click on the "Show all events" button located right above the last ticket comment as shown below:
Hope this helps
Serge
Just another thought on this.
In the Help Centre, your customer has the option to mark a ticket as resolved when making a comment update. If you are not seeing a trigger fire, it is likely your customer has checked that option. That would keep the ticket as solved.
You can create a trigger to notify the requester of a comment update, where the status remains solved.
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