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.
Best answer by Keer
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.
Click on the rule to edit and make sure the condition is as following:
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:
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 firstname.lastname@example.org and our support buddies would be glad to assist you.