Eric W.

I completely agree with Dakota's sentiment; I would be extremely helpful if reopened tickets would route back to the same assignee and group. Our customers frequently reopen closed tickets expecting their efforts to reach the same agent and be responded to quickly. The result is extremely sloppy ticket routing and A LOT of rerouting efforts by our team.

The "follow up ticket" is a major issue for my organization. Our agents solve extremely complex issues and customers will use the follow up option for issues that are not related to the original ticket, expecting an immediate follow-up to an incorrectly routed ticket- and sometimes the customer requests are urgent in nature. This function has created serious confusion and often anger at our support agents since we already struggle with organizational response time. Being able to disable this feature would be a massive weight off our support team by reducing the number of lost/incorrectly routed tickets.