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Cannot reply to closed ticket

  • 16 July 2021
  • 4 replies
  • 308 views
Frank-Sonder
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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?

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Best answer by Grimsby90 23 November 2021, 16:24

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4 replies

zachary.king
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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

- Zach
Frank-Sonder
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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?

mfiss
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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

 

G
Rank

Hi Frank

 

We have a similar setup to mfiss however rather than emailing the requester we create a follow up ticket using API. The event triggers and conditions are all the same but instead we have use a “Web request “ to GET’s all the ticket information of the original ticket and then use the Parser Node to reference things like Department ID/ Group ID etc so the “Trigger Webhook” will create a follow up ticket that contains all the necessary information straight from the off (including the {{ticket.last_public_comment}}).

 

We also include in the original ticket description {{ticket.description}} and a reference to back to the original ticket ID via a URL {{ticket.url}}.

 

Additionally to this we have a Business rule which disables the Closed field within a ticket when a ticket status equals Closed.

 

Hope this helps.

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