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Prevent re-opening of tickets


How to we prevent customers from re-opening old tickets? We’re increasingly finding that customers are responding to tickets that are over a year old.

None of the old solutions that are posted online now work (they talk about “Observer” rules which no longer seem to exist.

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Best answer by Keer 7 April 2021, 11:13

Hello @al_17099, good day! The observer is nothing but the ticket update automation that you can find under Admin → Automations → Rules that run on ticket update.

 

To ensure the new replies to closed/resolved tickets are not created as new tickets, navigate to the ticket updates tab and click on the highlighted rule. 

 

 

Rule that automatically reopens the tickets

Click on the rule to edit and make sure the condition is as following: 

 

Reopen tickets only if the status is not resolved or closed

You can choose to add only ‘closed’ here if you want only the closed tickets not to reopen. Click on save once you’ve made the changes. 

 

Now, for the reply to be created as a new ticket, navigate to Admin → Automations → Rules that run on ticket updates and configure a rule like below: 

 

 

Paste the below in the advanced section: 

{
    "email": "{{ticket.contact.email}}",
    "subject": "{{ticket.subject}}",
    "description": "{{ticket.description}}",
    "status": 2,
    "priority": 1
}

You can also refer to this documentation on ticket creation API and make tweaks to the webhook mentioned above as per your requirement.  

The URL should be your Freshdesk URL and you can follow the steps mentioned here to find the API key. 

Once you have the above changes made, rule 1 would ensure the closed/resolved tickets are not reopened and rule 2 would ensure the last reply is created as a new ticket. 

I hope this helps. If you need any help in setting this up, you can write to support@freshdesk.com and our support buddies would be glad to assist you.  

 

 

 

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3 replies

Userlevel 2

Hello @al_17099, good day! The observer is nothing but the ticket update automation that you can find under Admin → Automations → Rules that run on ticket update.

 

To ensure the new replies to closed/resolved tickets are not created as new tickets, navigate to the ticket updates tab and click on the highlighted rule. 

 

 

Rule that automatically reopens the tickets

Click on the rule to edit and make sure the condition is as following: 

 

Reopen tickets only if the status is not resolved or closed

You can choose to add only ‘closed’ here if you want only the closed tickets not to reopen. Click on save once you’ve made the changes. 

 

Now, for the reply to be created as a new ticket, navigate to Admin → Automations → Rules that run on ticket updates and configure a rule like below: 

 

 

Paste the below in the advanced section: 

{
    "email": "{{ticket.contact.email}}",
    "subject": "{{ticket.subject}}",
    "description": "{{ticket.description}}",
    "status": 2,
    "priority": 1
}

You can also refer to this documentation on ticket creation API and make tweaks to the webhook mentioned above as per your requirement.  

The URL should be your Freshdesk URL and you can follow the steps mentioned here to find the API key. 

Once you have the above changes made, rule 1 would ensure the closed/resolved tickets are not reopened and rule 2 would ensure the last reply is created as a new ticket. 

I hope this helps. If you need any help in setting this up, you can write to support@freshdesk.com and our support buddies would be glad to assist you.  

 

 

 

Thanks but I dont have any “Ticket Updates” section under automations - only “Ticket Creation”??

Userlevel 2

Hello Al, ticket update and time-triggered automation are supported only from the Blossom plan. You can find more plan specific details here : https://freshdesk.com/helpdesk-features 

 

Can you check which plan you are in under Admin → Account settings → Plans and billing and confirm if you are in one of the plans that support the feature? If not, you can opt to trial one of the higher plans to test the same. 

  

 

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