"Send and set as closed" Not Working As it used to.

  • 24 May 2019
  • 1 reply
  • 31 views

When sending an email reply from the system GUI and then selecting "Send and set as closed" the ticket is closed initially, but then it is re-opened and the email reply is posted to the ticket twice.


This was not an issue a week ago.



1 reply

Userlevel 1
Badge +5

Hello @david.covert ,

 

Our apologies for missing out on the opportunity to help you on time! We hope you were able to resolve the issue that you were facing an issue with the “Send and Set as” button. 

The first step in these cases would be to check if all the mandatory fields in the ticket were updated before hitting this button.

If not, Can you check if the requester and agent on the ticket are the same? If yes, When the automation rule to “Automatically reopen when the customer responds”  works on a ticket, the system by default checks if the action was performed by the requester or not. When both the requester and the agent performing the action (replying to the ticket) is the same, the system gives precedence to the requester's role. 

The email reply appearing twice must be a sporadic issue. Please email us at support@freshdesk.com with the ticket activities and screenshots if you’d require further assistance on this front.

 

Cheers!

 

 

 

 

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