Hi! Has anyone experienced an issue where a ticket keeps closing itself? We have one particular client on one particular ticket where it keeps closing, even though it is not yet resolved. When the client responds to the ticket, it isn't being reopened either. The is the first time I have seen this happen and I'm wondering if there is a setting that needs to be changed or something else we can be doing on our end. Thanks!
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Tickets being closed without notification and not being reopened
Hello Theresa,
There should be another automation rule messing with the default rule to reopen the ticket. I would advise you to check the activities section of the ticket by clicking on show activities to see if this is the case, or please reach out to us at support@freshdesk.com and we would be able to help you out.
Cheers!
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