Replay on User Email when Ticket is closed

mueller_bgl

Hello,

we have 2 Categories of Tickets Closed and Solved. When ticket is closed reopening by user email is allowed. When ticket is solved not.

But if the user replies on a solved ticket, there is no auto reply that the ticket is solved and wouldnt be processed. The answer goes to nowhere.
Is there a possibility to send a email to users that the ticket is solved and cant get reopend?

KevinTheJedi

mueller_bgl

No, the system will simply create a new Ticket if reopen is not allowed.

Cheers.

mueller_bgl

The System is not creating a new Ticket, if a User replies via mail to a solved ticket.

Whats wrong?

KevinTheJedi

mueller_bgl

Is the email being fetched?

Cheers.

mueller_bgl

yes, everthing is working. until I set solved tickets cannot be reopend.

KevinTheJedi

mueller_bgl

I'm confused, you said earlier that it's not creating a new Ticket but now you are saying they cannot be reopened..? What's the real issue? Is the email being fetched and moved to the Archive folder you configured?

Cheers.