BoldDesk uses ticket statuses to control workflows, reporting, and SLA behavior. Two commonly used “end-state” statuses are Solved and Closed. This article explains what each status means, when to use it, how it impacts SLA timers, and what happens if an end-user replies after a ticket is closed.

Prerequisites

• Roles/Permissions
  • Agents must have permission to update ticket status (including Solved/Closed) in the Agent Portal.
  • Admin access is required to customize statuses and configure behaviors for updates to closed tickets.
• System dependencies
  • SLA behavior depends on your SLA configuration and on the status category assigned to the status (for example, Close or Hold categories pause SLA).

Meaning, SLA Timer Behavior, and Reply Handling

What Solved means

• Solved is typically used when an agent has provided a resolution and believes the issue is addressed.
• A ticket can remain in Solved if you still want the customer to confirm the resolution before it is fully closed.

What Closed means

• Closed indicates the issue is finished from the support workflow perspective.
• In many workflows, a ticket is marked Closed after the end-user confirms the issue is resolved (for example, by using a close action in the Customer Portal).

SLA behavior for Solved and Closed

If a ticket’s status belongs to the Close category (for example, Solved or Closed) or the Hold category, the SLA timer is paused, and the ticket won’t breach SLA or escalate while in those categories.

What happens if an end-user replies to a Closed ticket

• If an end-user replies to a Closed ticket, the outcome depends on your configured settings. Typical configured behaviors include:
  • Automatically change the ticket status back to Open
  • Create a new follow-up ticket
  • Make no status change

Learn more on How to Customize or Create a New Ticket Status.

Step-by-Step Instructions

Mark a ticket as Solved (Agent Portal)

1. Open the ticket in the Agent Portal.
2. Add your solution in the reply editor (as appropriate).
3. In the Status dropdown, select Solved.
4. Submit the update.

Close a ticket (Customer Portal)

1. Open the ticket in the Customer Portal.
2. Reply using Update and Close, or select Close Ticket from the ticket details page if shown.
3. Submit the update to set the ticket to Closed.

Close a ticket (Agent Portal)

1. Open the ticket in the Agent Portal.
2. In the reply editor, select Closed (or use Update as Closed, if shown).
3. Submit the update.

Rules, Conditions, and Behavior

• Solved
  • Used by agents after providing a resolution.
  • Commonly used when customer confirmation is still expected before final closure.
  • Pauses SLA when the status belongs to the Close category.
• Closed
  • Indicates the ticket is finished.
  • Often applied after end-user confirmation.
  • End-user updates on closed tickets follow your closed-ticket update behavior settings (reopen, create follow-up, or no change).
  • Pauses SLA when the status belongs to the Close category.

Troubleshooting Common Errors

• SLA continues to run after setting Solved/Closed
  Check whether the status is assigned to the Close category (or Hold category). SLA pauses based on category membership.
• Customer reply does not reopen a Closed ticket
  Verify the configured behavior for updates to closed tickets in your status settings.
• Agent cannot set a ticket to Closed
  Confirm the agent’s role includes permission to change ticket status to Closed for the relevant group/brand.

Frequently Asked Questions

1. What’s the difference between Solved and Closed in BoldDesk?
   Solved is typically used when an agent has provided a resolution but may still be waiting for the customer to confirm the fix, while Closed indicates the issue is finished from the support workflow perspective (often after end-user confirmation).

2. When should I mark a ticket as Solved instead of Closed?
   Use Solved when the agent believes the issue is resolved but you still want the customer to confirm the resolution before the ticket is fully closed.

3. Do Solved and Closed statuses affect SLA timers?
   Yes. If the status belongs to the Close category (such as Solved or Closed) or the Hold category, the SLA timer is paused, so the ticket won’t breach SLA or escalate while it remains in those categories.

4. What happens if an end-user replies after a ticket is Closed?
   The outcome depends on your configured closed-ticket update settings. Common behaviors include reopening the ticket to Open, creating a new follow-up ticket, or making no status change.

5. Who can configure what happens when a customer replies to a closed ticket?
   Admins can customize ticket statuses and configure closed-ticket reply behavior settings. Agents can update tickets to Solved/Closed only if their role includes permission to change ticket status in the Agent Portal.

Related Articles

1. How to Customize or Create a New Ticket Status
2. How to Close Support Tickets Properly in BoldDesk
3. How to Create a Ticket with Closed Status in BoldDesk