Hi there,
I have used other support ticketing systems that allow you to close a ticket manually, but if the recipient replies to the email it will re-open the ticket. I can't seem to see this functionality in Zendesk - can you please point me in the right direction or let me know if this exists?
Thank you.
Kara
Hi Kara -
A closed ticket cannot be reopened, and any ticket sitting in a "solved" status for 28 days will automatically be closed. If a user responds after the ticket has been closed, it will simply create a new ticket.
Hi Nicole,
I appreciate the speedy reply! Okay, so the new ticket would be a blank slate essentially, right? The history thread would be missing from it. Is that a product feature request we could make? I am sure other businesses would have a use case for this as well.
Thank you.
Kind Regards,
Kara
Hi Kara, the new ticket will be a follow-up ticket which has a link to the closed ticket. Also all ticket fields are copied the new ticket.
when our customers reply to a closed ticket it seems as though zendesk is automatically closing the reply ticket rather than opening a new ticket - can i change this in settings?s
Hello @Rob Black,
When a customer is responding to a closed ticket, this typically will create a follow up. If you are noticing this is not taking place, you might have a trigger created that is closing follow ups so I would ensure this is not the case.
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Thanks for jumping in and adding that detail, Vincent.