Chris P
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Chris P a ajouté un commentaire,
That's why I suggested putting the emails into a separate queue. The point is to not re-open solved tickets unless they need to be reopened. The dedicated queue would be checked just like any other...
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Chris P a ajouté un commentaire,
My idea: When I Solve a ticket with a comment, the email that's sent to the customer should clearly state the ticket is closed and any reply would be added to the ticket history but not reopen it....