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Hi,is there a possibility to allow users or customers to add a comment or an answer to a closed ticket?At the moment an answer to an already closed ticket will open a new ticket.Is there any setting to change this?Thank you very much!
answer to a closed ticket will create a new ticket instead add the answer to the closed ticket
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Hi blainy,if an answer is sent to closed ticket, the ticket is again opened. Check, if Admin panel -> Emails -> Settings -> Reply separator Tag is filled out and if this is included in Email to user / customer. Default value is: -- reply above this line --
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The exception to @[deleted] response is that you (or an admin) could have changed the default closed state to not allow re-open.Go to:Admin panel -> Lists -> Ticket Status -> ClosedClick on Item Propertiesensure "Allow Reopen" is checked.
4 years later
What happens if a customer replies a ticket marked as Not allow to reopen ? Does he receive an alert by email about it ?
It opens a new ticket.