Skip to main content
Closed for Voting

Add a note and open the ticket

Related products:Freshdesk
  • July 23, 2014
  • 5 replies
  • 23 views
A
Contributor

Can you "add a note and open" option?

I see all other choices "Add and resolve..pending.."  except "Add a note and Open"

If the ticket is pending, I must update status only by sidebar.

I think it's useful

5 replies

L
Contributor
  • lbarclay
  • Contributor
  • June 22, 2015
Agreed.  Should be able to set a ticket back to Open when sending a reply on the ticket (or adding a note).

 

L
Contributor
  • lbarclay
  • Contributor
  • September 15, 2015
Anything on this?  Being unable to set a ticket to Open when adding a reply is really obnoxious.

 

P
Contributor

A workaround can be to add an observer rule: If a note is added re-open the ticket..

L
Contributor
  • lbarclay
  • Contributor
  • September 18, 2015
That doesn't really help in any way.  That would set all tickets to Open when you add a note.  Then what would be the point of having all of the other statuses?  The issue is that every other status is listed here except Open.

 

P
Contributor

Leslie, yes you are right.

Terms of UseAccessibility statement