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How to Require a reply before closing Ticket

Related products:Freshdesk
  • March 24, 2014
  • 4 replies
  • 10 views
L
Apprentice

How to Require a reply before closing Ticket? 

4 replies

V
Contributor

Hi


Are you saying, Reply from an Agent, before closing ? or for an End user ?

If for an Agent, we can do something for you here ?


regards
Vijay

V
Contributor

Hi


Are you saying, Reply from an Agent, before closing ? or for an End user ?

If for an Agent, we can do something for you here ?


regards
Vijay

C
Community Debut
  • csmanager
  • Community Debut
  • February 28, 2018

Hi, Support,


Do we have this feature available already, requiring reply before closing the ticket? Or maybe you can help me how to set up observe rule that sent out notification when the ticket was set to Close without any reply when the reply is needed. 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Richie You can configure an observer rule to override the status change and put it back to open status. Here's how you can setup the Observer rule:



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