Ksenia Tsaregorodtseva

Hi! The post mentions that if many agents repeat similar comments, we'll see macro suggestions. And what is the criteria to determine that the comments are similar? Should the messages be almost identical or there should be some similar structure or some keywords. Thank you.

When I add an internal note in a ticket that already has the status "Pending" or "Solved", and click just the same status as I don't want the ticket to be reopened, it changes the status to "Open" automatically. I recall that before it was possible to update the ticket and the applied status was not changed to "Open". Has it been changed recently? Is there any way to make the status preserve when you update the ticket with an internal note?

Thank you.