Feature Request: Do not automatically reopen tickets on customer response
Currently any response to a solved tickets causes it to reopen. Many of our customers write back with 'thank yous' or 'yes, that worked' responses. The fact that these automatically reopen tickets causes multiple issues:
1. Feedback requests, problems and incidents that were moved to on-hold and targeted move back to Open, causing confusion among the product team
2. Metrics such as "one-touch tickets", "two-touch tickets", and "reopened tickets" are not able to be accurately tracked
3. Agents must take additional time to re-close tickets. (I know that this could be done with a trigger, but some reopens are legitimate issues).
Desired functionality: Allow customers to chose whether a ticket should be reopened or allow an option to not set tickets to Open on reply.
-
Thanks for sharing your feedback, Carol.
If others like Carol's idea or have similar needs, please be sure to up vote her post or add details in the comments below. Or, if you have a suggestion for a workaround, that would be welcome as well. -
This is a huge headache for me. In fact, I have given up on even trying to close tickets because they end up reopening. Please give us the option to shut this feature off.
-
I have created a Macro called "Thank You Solve" it sets the status to Solved and adds a tag thank_you_solve or whatever you want to use that makes sense. I then exclude that tag from those Metrics. Obviously agents have to use the Macro for this to work or the data will not be correct.
Please sign in to leave a comment.
3 Comments