Tommy Long

So I struggled with this a bit this morning and have a workaround that works for our particular use case

When a ticket status is changed from solved

AND the ticket update is coming from email (or whatever channel yours come from)

The action taken is that it assigns it a new tag called "reopen"

And changes the status to solved

 

If you have tickets coming from multiple sources you'd need to tweak this a little bit but all of our incoming requests are happening via email.

The reason that line is important is that if the response is anything more than a thank you the agent can reopen it through the dashboard.

I added the tag in there because we have other triggers that send feedback surveys out when a ticket is solved and I didn't want them to receive multiples because of this workflow. So you will also have to go in and add language to any emails that are sent out when a ticket is solved that make it not send if it has the tag 'reopen'.

So far it has solved our issues. I don't believe it solves the SLA piece though as the ticket is still re-opened and immediately closed.

Any updates to the suggestion by @Dbaker ?

Having that be an option would be very useful and for those who don't need it you could just turn it off.