Ticket gets reopened

ipalikuca

Is there a way to prevent ticket from reopening if user reply? We allow users to reply to the tickets through the email, which is great since for most of them it is more convenient. But what happens is, every time we close the ticket they reply through the email with "Thank you" and ticket gets reopened. Is there a way to prevent this behavior?

ntozier

There is no way to prevent this via the ui at this time. However there is a thread here on the forums (a couple actually) that discuss how to change this behavior by editing the source.

ipalikuca

can you please point out to me which thread is that? I wasn't able to find anything when I was searching earlier today.

ntozier

http://forum.osticket.com/d/discussion//preventing-clients-from-reopening-a-ticketexternal sites: http://tmib.net/osticket-v19x-frequently-asked-questions-faq#6

ipalikuca

Thank you very much!

ntozier

Very welcome. :)

rednax

Why not use another e-mail to send mails and receive them.When you get a message, you can manually drag en drop the mail to the ticket-fetch-mailbox.We use the servicedesk mailbox to send and receive mails (also by the ticketing system).When we want to add it to the ticketing system, we drag and drop it to the ticket-mailbox.The ticket-mailbox will fetch the mails into the system.