Will a closed ticket re-open if the recipient replies at a later date?

Answered

5 Comments

  • Nicole - Community Manager

    Hi Kara - 

    A closed ticket cannot be reopened, and any ticket sitting in a "solved" status for 28 days will automatically be closed. If a user responds after the ticket has been closed, it will simply create a new ticket. 

    1
  • Kara Mcclure

    Hi Nicole, 

    I appreciate the speedy reply! Okay, so the new ticket would be a blank slate essentially, right? The history thread would be missing from it. Is that a product feature request we could make? I am sure other businesses would have a use case for this as well. 

    Thank you. 

    Kind Regards, 

    Kara

     

    1
  • Vincent Brendel - SweetHawk

    Hi Kara, the new ticket will be a follow-up ticket which has a link to the closed ticket. Also all ticket fields are copied the new ticket.

    1
  • Nicole - Community Manager

    Thanks for jumping in and adding that detail, Vincent.

    1
  • Kara Mcclure

    Thanks Vincent for clarifying that piece. I will let my team know. 

    Cheers, 

    Kara

    1

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