re-open ticket on comment

Archived Lee Roquet ● ago

In Admin > Help Desk there is an option to 're-open on comment'. If set to No, the ticket remains closed but the customers comment is added to the closed ticket.

Is there a way to set a period of time for this feature to work or skip. For example, during the current work week, or say 7 business days, I would like the customer to be able to respond to a ticket and if under 7 days then re-open the ticket and notify the ticket owner. If the customer responds after 7 days then I would like the system to open a new ticket but reference the old ticket. This is how other systems work so you can track a new customer request but link to the old details.

Thanks for the consideration

599162734bf01a5499e1c698fa9547e8

Replies (2)

Stas K. ●

Hello Lee,

Thank you for the idea. We'll review it during next few weeks.

Lee Roquet ●

Stas, do we now have a way to define the number of days that a ticket can be re-opened once marked completed? It would be great to have the ability to set this to a set number of days or within the current work week/month. Thanks

Stas K. ●

Hi Lee,

You can set number of days ticket can be completed once agent replied to user using Scheduled Events in triggers - it doesn't matter if it was reopened or created, you just define if reply was from support agent or user in conditions

Lee Roquet ●

ok thanks, thought is was working that way now.