A customer facing note - a reply/forward should definitely reopen the ticket. However, our private notes that we leave for ourselves, are very annoying when they reopen the ticket. Is there a way to disable this feature, without interrupting the public note that needs to reopen the ticket?
Hi,
A weird one but a possible solution is for agents to use a keyword and have your automation rule apply when that keyword is not contained in the last interaction.
Then an agent can type a keyword like “FDNOTE” along with the message to avoid it re-opening. The keyword will need to be something that won’t appear in notes that you want to have opened.
We do this with the phrase “This ticket is closed and merged” so when we merge a closed ticket it won’t re-open.
Sorry, but i have similar problem
When customer reply, the ticket not reopen!
Can you fix it?
I think this automation comes as standard so you may just need to enable it. If not, you can copy the below.
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