I'm trying to create a few rules regards to closed tickets, but seem to have conflict which causes tickets to reopen when they shouldn't and remain closed when they should.
The workflow is as such
Ticket is create via e-mail, live chat or by agent. (Ticket Status = Open)
Agent assigns or replies (Auto rule to assign ticket to agent) Agent changes status to Pending, Waiting on Customer or Waiting on 3rd Party
Customer Replies (Auto Rule to change status to Open and e-mails assigned agent)
Once the issue is resolved agent then changes status to Resolved and automatically moved to Group - Resolved
The ticket remains in a resolved status and after 2 weeks with no reply the ticket is automatically changed to Closed Status.
If the ticket is then replied to after this 2 week period a new ticket should be created with the most recent description .
The reason for this request is we have many clients reply on old e-mails which massively effect SLA's and KPI's
