Question

Cannot reply to closed ticket

  • 16 July 2021
  • 3 replies
  • 67 views

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?


3 replies

Userlevel 3
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Hello @Frank-Sonder , one way we made this work was to remove the button “Close Ticket” from the support portal so that the requester can not click it and close tickets.

 

Hope this helps,

Zach

I don’t mind requester closing tickets or my team closing it. It’s just when it’s closed it’s closed, I don’t want anybody to reply back to it. Is there a way to do that?

We have a workflow automator setup so that when a requester replies to a closed ticket it sends them an email that the ticket is closed.

 

event:

  • reply is sent
  • note added is of this type: any
  • performed by: requester

condition:

  • status is closed

action:

  • send email to requester

 

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