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stop users from re-opening a ticket once it is closed - stop users from re-opening a ticket once it is closed

Posted: Thursday, November 8, 2018 2:01:36 PM(UTC)
jxh864

jxh864

Member Original PosterPosts: 2
5
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If we close a ticket and the enduser replies to the email, it re-opens. How can we stop this from occurring?

Thanks
Johnny
Esben.D
#1Esben.D Member Administration Posts: 1,982  
posted: 11/13/2018 11:40:38 AM(UTC)
Unfortunately, there is no option to turn that off. You can change the state which is set when a user replies.
jxh864
#2jxh864 Member Original PosterPosts: 2  
posted: 11/13/2018 1:47:31 PM(UTC)
Would there be a way to open a new ticket if a user responds to a closed ticket?

Thanks
Johnny
Esben.D
#3Esben.D Member Administration Posts: 1,982  
posted: 11/13/2018 4:43:23 PM(UTC)
I think the easiest way is to copy the text of the note that you want to create a new ticket from, use the actions to duplicate the ticket, and paste the body of the email into the text box and adjust the other fields.

That's how we do it.
csperier
#4csperier Member Posts: 1  
posted: 11/21/2018 4:31:19 PM(UTC)
Causes problems when User reopens a Closed ticket. There should be ability to prevent Users from Reopening Closed tickets. This is standard in just about every helpdesk ticketing system I have used. It causes additional work for helpdesk to copy then reclose and open another ticket. And then User Reopens it yet again....
StephanieCDA
#5StephanieCDA Member Posts: 15  
posted: 12/11/2018 1:05:10 AM(UTC)
I second this request. I see the option for state change when user replies, but it really needs a "no change" option. We're doing testing right now using an account that has no mailbox. Closed a ticket, received a "mail undeliverable" error, which reopened the ticket....endless loop.
Rudo
#6Rudo Member Posts: 4  
posted: 6/13/2019 1:45:59 PM(UTC)
+1 To stop users reopening tickets by email response.

Would like to set: After X amount of days responses to old tickets becomes new ticket instead of reopening the old ticket.
Also notify the sender a new ticket was created instead (a custom message would be great. Angel So we can remind the users of our policies)
WitheringSilence
#7WitheringSilence Member Posts: 6  
posted: 8/13/2020 12:55:10 PM(UTC)
Another + 1 for this option. Whistle

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