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Reopen solved ticket on comment

  • January 25, 2023
  • 1 reply
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I have heard that if a customer comment on a Solved ticket it gets re-open. How does this happen?

I am new to Zendesk, so please let me know if I need to add any rules for that. So when a customer comments on a Solved ticket, the system automatically changes to status to Open

      1 reply

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      • Chandra13
      • January 25, 2023

      Welcome to the Zendesk Community! There is actually a system rule that automatically reopens Solved tickets upon the next end-user comment. More information here as well as some advice regarding steps to troubleshoot this further in case you're experiencing something different.

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