How can I disable the re-opening of solved Zendesk tickets?

While there isn’t a direct way to disable the re-opening of solved Zendesk tickets, there is a workaround. Here’s an explanation of how Zendesk ticket statuses work and the steps to implement the workaround:

Understanding Zendesk Ticket Statuses:

1. Solved

• Tickets in this status can be re-opened.

2. Closed

• Tickets in this status cannot be re-opened.

In Zendesk, agents can mark tickets as Solved, but not as Closed. However, Zendesk allows you to set up a configurable automation to move Solved tickets to Closed status after a specified period.

Steps to Set Up the Workaround:

1. Set a Default Tag in Thena:

• Go to the Integrations page in Thena’s Web UI from the left navigation bar.

• Select ‘Configure’ on the Zendesk card.

• Click ‘Forms and Fields’ and scroll to the bottom to find the ‘Default tag’ field.

• Add a default tag. This ensures that all tickets created from Thena will have this tag applied.

2. Create an Automation in Zendesk:

• In Zendesk, create an automation that moves Solved tickets with the default tag to Closed status after one hour.

By implementing this workaround, solved tickets will automatically move to Closed status after the set period, preventing them from being re-opened.