Lock ticket to new replies?

NaturalNine

Is there a way to lock/close a ticket to new replies (similar to locking threads in this forum, for example)?

KevinTheJedi

No, not at this time. The only way would be to transfer to a department that the agents have limited access to (ie. no role permission to reply, etc.). We hope to have some sort of locking feature eventually but no set date or even a confirmation at this time. Just a feature request at the moment.

Cheers.

NaturalNine

Thanks Kevin (as always!)

NaturalNine

Hi Kevin - Just a follow up to yesterday. I found this post from Zendesk originally -

"Closed tickets are locked. They cannot be reopened or updated in any way. Tickets can be closed by a trigger or automation, but not by agents. If an end user responds to a closed ticket, it will create a follow-up ticket. A Closed ticket will move to an archived state automatically after 120 days.
https://support.zendesk.com/hc/en-us/articles/4408887712154-What-is-the-difference-between-a-Solved-ticket-and-a-Closed-ticket- "

Since I'm the only "agent" at this time, I'd also like the option of closing a ticket manually (in addition to what Zendesk does).

KevinTheJedi

NaturalNine

That’s already possible. If you have the Role Permission then you can simply change the status to Closed or Resolved. You can configure some statuses to stay closed so if the User replies it will open a new ticket. Otherwise when they reply it will reopen the ticket.

You can read our documentation for more information.

Cheers.

NaturalNine

Awesome Kevin, thanks! I know how to mark tickets Closed, but a user can keep the ticket alive by responding to the ticket ad nauseum. Just checked the documentation, not sure where to look for changing the status to anything other than Closed or Resolved.
https://docs.osticket.com/en/latest/Admin/Settings/Tickets.html?highlight=lock

Thanks again!

NaturalNine

Hi Kevin,
— You can configure some statuses to stay closed so if the User replies it will open a new ticket.
Can you please elaborate on where the configure statuses is located? I can’t seem to find it in the docs. Thanks!

KevinTheJedi

NaturalNine

When you edit a status or create a new status (Admin Panel > Manage > Lists > Ticket Statuses) disable the option for Allow Reopen.

Cheers.

NaturalNine

Great Kevin, thanks! Unless I’m missing something, this is a global change? (not an individual per ticket option). I like having normal users be able to open tickets after I close them. It’s the rare problem user that I’d like to close a ticket permanently. I guess I was hoping for a drop down option per ticket. Anyhow, appreciate knowing where it is Kevin, thanks again!