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Prevent Reopen by user and Closed by agent

Related products:Freshdesk
  • March 29, 2013
  • 6 replies
  • 67 views
S
Apprentice

I'd like to have the option to prevent the user from re-opening a ticket (it could be only for tickets closed for more than x days) once it's closed and also have the ability to prevent an agent to close a ticket directly. Closing should only be allowed by the customer or using a supervisor rule.

6 replies

D
Contributor
  • dferber
  • Contributor
  • March 30, 2013

I was actually going to question this. I was under the impression that users could not re-open a closed ticket though they could a resolved one (in case it wasn't resolved to their satisfaction).  However, we have a rule set to auto close after they have been set to resolved for 48 hours and I have seen a few occasions where users re-open a ticket that had been closed for weeks to enter a completely different issue.

B
Contributor
  • businessdad75
  • Contributor
  • November 2, 2013

We have the same issue as David. Customers come out after months to ask something completely unrelated to the original ticket, and it's time consuming to split the request into a new ticket, enter a proper title and explain to each one that they should open a new ticket. Especially because next time they will do exactly the same thing, reopening an old one.

D
Contributor
  • dferber
  • Contributor
  • November 3, 2013

I actually use the Observer option they added to work around the issue.


These are the settings I use...


When any of these events occur = Reply is sent

And the events are performed by = requester

On tickets with these properties = Status is Closed

Perform these actions = Send email to requestor


Subject = Help Desk - Invalid Ticket - [#{{ticket.id}}] {{ticket.subject}}

Body = The ticket you replied to has been closed and is no longer available for modification. If you are still having an issue, please submit a new ticket or contact the help desk for assistance. 



aravind.sundararajan
Skilled Expert
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Folks,


Although the system re-opens the older ticket in case if a customer responds back , you can still make use of the automations to create a new ticket from the reply and also have the older ticket in 'closed' status. 


You can make use of the Webhooks option in the Observer rule wherein you can capture the latest public comment added to the ticket and pass it on to create a new ticket via API.


Cheers!

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P
Community Debut
  • pooja.mahtani
  • Community Debut
  • March 25, 2019

Is there a way to avoid adding the last comment in the older ticket?

We created the webhook for creating a new ticket, but we don't want the last comment in the older ticket added. Is this possible in any way?

S
Community Debut
  • stevef
  • Community Debut
  • November 13, 2019

This has been an ongoing requirement for over 6 years now.


We also require the ability to close a ticket and for it to remain closed if a customer doesn't respond to it in say 30 days. After 30 days if they respond we need the ability to either respond directly to the customer asking them to open a new ticket or for a new ticket to be opened on their behalf and the original ticket to remain closed.

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