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Closed tickets reopen as New

Feature Request

Currently if someone replies to a closed ticket it opens as “solved”. This is illogical as solved are fixed items and not needing attention. They do not appear at the top of tickets window and get mixed in with other “solved” items where people reply thankyou or yes to completion.

Replies to closed items should spin off new tickets.

Please make replies to closed tickets after XX days configurable so they can be opened as new/open.

Status: Completed2 comments

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Comments2

  • Mikel from Gorelo

    Team

    You can now achieve this via an automation rule:

  • Mikel from Gorelo

    Team

    Hi mate,

    Tickets re-open as Solved because often it’s something as simple as ‘Thanks’.

    The feature you’re after exists already — navigate to Settings —> Tickets :)


    Thanks,

    Mikel.