Our customers tend sometimes (also) to reply to very old tickets. Currently the legacy ticket gets re-opened and assigned to the old agent, even the reply may contain a completely new issue and should be handled by another agent.
It would be nice if tickets could be forced to stay closed. In this case, the replies would be automatically "splitted" to a new ticket.
Closed for Voting
Forward replies to "surely closed" tickets to a new ticket id
+12Hi Ville,
Sorry that we've been pretty late to respond to this post. The helpdesk now has the Archiving feature where tickets in closed status for more than 120 days will automatically be moved to the status "Archived" . Post this, in case if the customer responds to the ticket, the reply would be split into a new ticket without any change to the archived ticket properties.
Cheers!
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