Plan requirement
| Subscription | Any plan |
| Access | Agent |
A closed ticket is locked and stays that way. What you can still change, and what you have to do instead.
The short answer
No. Closed means closed. You cannot add a comment, change the status, reassign it, or move it back to Solved. This is deliberate, so that historical figures cannot be rewritten after the fact.
What you can still do
- Redact content. Removing sensitive information from a closed ticket is possible, because that is a legal need rather than a change to the record.
- Add tags, on some plans and through the API.
- Read and report on it. A closed ticket keeps counting in your figures.
What to do instead
Create a follow-up ticket. If the customer replies, Zendesk does this for you. If you need to carry on with something yourself, create a new ticket and reference the old number in the description so the trail stays readable.
If this happens often
Tickets closing too soon is a configuration question rather than a working one. The automation that closes solved tickets has a period attached, and if your customers routinely come back after it, the period is wrong for you. That is an admin change and worth raising rather than working around.
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