Tickets are solved first and then after they maintained their solved status for a predefined amount of time, they are moved to closed. The major differences between solved and closed tickets are the following:
- Solved tickets can be reopened and updated.
Tickets can be marked as solved by agents. Tickets marked as solved that are then responded by an end user reset to an open status.
Tickets in solved status, that are not closed by a trigger or automation, are automatically closed after 28 days, regardless of whether there have been updates to the ticket in that timeframe.
- Closed tickets are locked. They cannot be reopened or updated in any way.
Tickets can be closed via a trigger or automation, but not by agents.