Ticket re-opens after closing

martinglover

I'm having a bit of an issue with polite users at the moment!

for example, if we close a ticket down via email and click the close on reply option it sends an email to the user saying the closing notes and closes the ticket. My problem is that our users often reply with 'Thanks v much' or similar (which don't get me wrong is lovely and makes my job worth while) but unfortunately it seems to re-open the ticket.

Is there a way they can email a response without the ticket re-opening? Or can the tickets remain closed until physically re-opened by admins?

Any help is appreciated.

Thanks.

brianr

I know this is an old post, but I have been unable to find a solution to this exact issue. When users respond with "Thank You", it re-opens the ticket. Does anyone have any thoughts or ideas? I just can't imagine having to put this out: "Please do not respond to closed tickets with 'Thank You' unless you want to re-open it."

ntozier

We handle it by simply re-closing the ticket. One or two people we actually informed that while we appreciated their thank yous, that it re-opens the ticket and to please not do that. :)