"Thank You" Emails Reopening Tickets

jlaroche

When a user responds to a closed ticket simply saying "thank you" the ticket reopens. To remedy this our team decided to use the "Resolved" option for tickets that we deem completely finished and the "Closed" option for tickets we anticipate could be reopened.

To achieve this we modified the "Resolved" ticket status to not "allow ticket status to be reopened by end users" (see attached photo):

We left "Closed" status the same (see attached photo):

Unfortunately, now if a user responds with "thanks" to a ticket we marked "Resolved" a brand new ticket is opened. Is it possible to not have the ticket reopened and also not have a new ticket get opened?

Installation Information below:

ntozier

Yes, that is how the system works.

Resolved is a closed status.
Setting it to not allow re-open means that a new ticket will open.
You either would create a new resolved status that is of type open, or you would just re-close the tickets when they get re-opened by someone saying thank you.