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.
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