Hi, Good day! I am trying to figure out for 2 days how I can disable the SYSTEM to REOPEN a CLOSED TICKET.
Agent closed the ticket, but then after closing the ticket the user reply on the thread like saying thank you message the system automatically reopen the ticket. How can i do that ?

  • KevinTheJedi replied to this.

  • Patrick-Helpdesk

    Set the ticket to a closed status that doesn’t allow reopen. Go to Admin Panel > Manage > Lists > Ticket Statuses, click any closed status (or create a new one), click Item Properties, un-check the box for allow reopen, and save changes. Now when you set a ticket to this status and a user replies it will open a new ticket instead of re-opening the previous ticket.

    Cheers.

      Patrick-Helpdesk

      Set the ticket to a closed status that doesn’t allow reopen. Go to Admin Panel > Manage > Lists > Ticket Statuses, click any closed status (or create a new one), click Item Properties, un-check the box for allow reopen, and save changes. Now when you set a ticket to this status and a user replies it will open a new ticket instead of re-opening the previous ticket.

      Cheers.

        21 days later

        This is great! Is there a timeout option or a way to implement? We get a lot "thank yous" that reopen tickets, be nice to have a feature that says only create new ticket on reply if ticket has been closed/resolved for 24-48 hours

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