Prevent Emails From Opening or Reopening Tickets

apers

I was able to prevent emails from reopening tickets by going to

Admin Panel > Manage > Lists > Ticket Statuses > Closed > Item Properties

and unchecking 'Allow tickets on this status to be reopened by end users'

However when I did that when a user responds a new ticket was opened.

Is there a way to prevent a new ticket from being opened when a user responds on a closed ticket?

KevinTheJedi

apers

Yes, via the method you just described. It’s likely you are not using the status you updated.

Cheers.

KevinTheJedi

apers

When a Ticket is set to a status that doesn’t allow reopen you should see this message in the Ticket on the Client Portal:

Cheers.

apers

I forgot to specify that when the end user replied, they replied from their email client which caused a new ticket to be generated from that email. Is that to be expected?

Or do I need to do something else to prevent a new ticket from being opened when an email is sent?

KevinTheJedi

apers

Yes since it can’t reopen the ticket it creates a new one. You would have to create a filter or something to prevent the new ticket from being created. We don’t have filter criteria for matching “this is a reply to a ticket that can’t be reopened” so it won’t be easy.

Cheers.