Disabling Re-open on Response to Closed Ticket?
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. 🙏
Unfortunately, there is no option to turn off follow-up ticket creation when an end-user replies to a closed ticket, I'm sorry.
However, you can create a trigger to set this ticket as solved automatically using the condition Update via Is Closed ticket and the action Status Solved
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