@ZombieSupport I can think of two main reason that tickets will return to a Open status:
- You are changing the status of tickets that have been assigned to a queue in Instructure Support. Many of the queues in Instructure Support (for example the L1 Queue) have a requirement that if a reply isn't sent by the assigned agent that it will return the to queue after a set time period. This is to ensure that if a ticket gets assigned to an agent, but the agent fails to respond for some reason, the ticket doesn’t languish with no reply because is in a individual agent's name.
- A reply is sent to the ticket (either by the original user or an automated reply. If you have a ticketing system that sends a message about updates in the case or asking for a survey, and that system is included in the case, then the automated reply can cause the case to become open again.
If you are repeatedly experiencing the issue you may want to contact Instructure Support with example case numbers so they can identify the exact cause and guide you on how to have it reoccur in the future.
