Do not reopen tickets when the user replies
Hello,
I think it would be a major and really useful product change if when a user replies to a ticket, it won't change the status to "open" again. I would like to maintain the same status that I defined on the first place (e.g "pending"). Like this, the user's replies won't be unnoticed!
I hope this feedback can be listened and applied soon!
Best Regards,
Marta Guedes
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Hello Marta,
Thank you so much for the feedback on ticket status changes. At this time there aren't plans to keep a ticket from changing statuses natively, however you could look at building a trigger like this:
And that would set the ticket status back to pending should a user reply and reopen it.
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