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Disabling Re-open on Response to Closed Ticket?

Answered
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Matt Graham

Posted Feb 10, 2022

Hello,

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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4 comments

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    Alex

    Hello Matt,
     
    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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    Trista Garner

    I am in the same boat as Matt, here.

    We are using ZenDesk company-wide in a call center for all department issues. Our agents are fast-paced and while you can train 50-100 users to not reply to an old email for a new issue, it will be impossible to train and have 100 - 1000 agents follow this process when they need assistance ASAP. They will just find the most recent email, and send a reply of a new issue into an old ticket causing the wrong problem to be "open" and leaving our support teams to double back and rework, resort, and create new tickets on behalf of. This will also have a huge impact on the SLAs we are required to meet for the requester. 

     

    It would seem like a native function for ZenDesk to have a toggle on or off when a ticket is marked as closed or solved so that an email response will not trigger reopening the ticket. I understand some are using the trigger posted above but keep in mind that IF a user were to reply to that with more than a "thank you" providing more information, the information *could* be missed. 

    If something like this isn't going to be possible it would be nice for Admin and agents to have the ability to change the timeframe in which a ticket is marked as Archived to prevent this from happening. 

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    Shawna James

    Community Product Feedback Specialist

    Hey Trista, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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    David Durr

    I agree with Trista, having that ability would be beneficial. 

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