What happens when a Kora ticket is resolved or closed?
Updated Oct 21, 2026
Mark a ticket Resolved when the work is done — the customer can still reply, which reopens it automatically. Closed is the terminal state (also where merged tickets land). In Settings → Ticket Workflow you choose what happens to Resolved tickets: close instantly, close after a delay (default 7 days), or leave them for manual review. Reopened tickets keep their number, history, and comment trail.
Signals along the way
ticket.resolved and ticket.closed webhook events fire for integrations.
SLA resolution clocks stop at the first Resolved — a reopen never un-records a met target.
Delayed auto-close runs hourly and logs an activity entry per ticket.
Common questions
Can a customer reopen a resolved ticket?
Yes. If the customer replies to a Resolved ticket it reopens automatically and keeps its number, history and comments.
Does a reopen hurt my SLA numbers?
No. SLA resolution clocks stop at the first Resolved, so a reopen never un-records a target you met.
Can I control auto-close?
Yes. In Settings → Ticket Workflow you can close Resolved tickets instantly, after a delay (default 7 days) or leave them for manual review.