We're coming from a helpdesk system that allowed us to simply have our agent emailed when a user responds back to a closed ticket, rather than reopening the ticket (and emailing the agent about the reopen). We ended up cutting out tons of "Thanks" email reopens this way, which ultimately make our reopen stats useless and adds more time for an agent to close the ticket, which causes more email to the end user.
Is there a way to do this in ZenDesk? Just stop, cold turkey, all response-to-closed-tickets from turning them into reopens, and instead just have the agent get emailed so they can reopen manually if need be?
Many thanks. 🙏
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