Como evitar que se reabra el ticket cuando el cliente responde sobre un ticket CERRADO?

  • KevinTheJedi replied to this.

  • zeroworking

    Create a Ticket Status that does not allow reopen and set the Tickets to that status upon completion. The caveat is if the User responds to a previous email the system will open a brand new Ticket instead of reopening the old Ticket.

    To create a new Ticket Status navigate to Admin Panel > Manage > Lists > Ticket Statuses, click Add New Item, add a Value (Name) for the new Status, click Item Properties tab, set State to Closed, uncheck (disable) the box labeled "Allow Reopen", and click Save. From that point on you can set Tickets to this new status and they cannot be reopened by the User.

    Cheers.

      zeroworking

      Create a Ticket Status that does not allow reopen and set the Tickets to that status upon completion. The caveat is if the User responds to a previous email the system will open a brand new Ticket instead of reopening the old Ticket.

      To create a new Ticket Status navigate to Admin Panel > Manage > Lists > Ticket Statuses, click Add New Item, add a Value (Name) for the new Status, click Item Properties tab, set State to Closed, uncheck (disable) the box labeled "Allow Reopen", and click Save. From that point on you can set Tickets to this new status and they cannot be reopened by the User.

      Cheers.

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