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Closing and re-opening of tickets - Process

Posted: Friday, June 26, 2020 7:07:44 PM(UTC)
NWHiker

NWHiker

Member Original PosterPosts: 2
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Hi everyone,

Just curious how others deal with this issue. We have several ticket types that get closed very quickly. Password unlocks, report reprint requests, etc. We often close these tickets at resolution. However, then the person replies to the email to say, "Thanks" and the state is set back to Open.

Curious if anyone has any suggestions or solutions to prevent this from happening. I believe our current setting is any time an email comes in, it sets the state to Open. This is kind of annoying since we have to go back and reclosed about 20-30 tickets a day.

Thanks for your time
DamianoZ
#1DamianoZ Member Posts: 3  
posted: 6/30/2020 4:13:08 PM(UTC)
Right now you can't avoid the ticket re-opening, i just stopped tracking the SLA time when the ticket is In Progress.
This way if it's reopened you won't affect the team performance.
You can do that in Configuration --> Ticket Content --> Ticket states and untick the "Track as work" column.

As far as i know the "feature" is on the wishlist, the Helpdesk part is still under active development but the focus in the last months has been around the asset part.

Hope this helps.
NWHiker
#2NWHiker Member Original PosterPosts: 2  
posted: 6/30/2020 8:31:44 PM(UTC)
Thanks Damiano. Sadly, that is where I landed.

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