I'd like to be able to stop specific tickets from being reopened once they're resolved. For example, there's an active email in my domain that the service desk email is CC'd on, and every time someone replies to that email the ticket reopens.
I'd like the ability to choose whether or not each individual ticket will be reopened by a response.
Hello Wayne,
Apologies for not being active here.
You can choose to keep a ticket in the resolved/closed status using Ticket Updates automation.Currently, there's a rule that is set to reopen tickets every time a requester responds.
You may tweak it by setting it to not reopen a ticket if the status is resolved/closed and any other conditions.
We also have a feature called Thank you detector that will not reopen resolved tickets when a requester responds with just a 'thank you'. You can read about it here : https://support.freshdesk.com/support/solutions/articles/50000000040-setting-up-the-thank-you-detector
For any help with setting up an appropriate rule, please drop an email to support@freshdesk.com and we'll help you with it.
Cheers!
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