[James Mohr]

Greetings!

In the documentation it says:
„If a customer responds again on an already closed ticket, the ticket is reopened with the new information added.“

How do we prevent closed tickets from being re-opened or perhaps allow them to be re-opened only with two weeks, but after that the end use need to create a new ticket?

Thanks in advance!

[Mike Thumes]

Hi James,

there is a queue-level setting called ‚Follow up Option‘ with possible values of ‚allow‘, ’new ticket‘, ‚reject‘.
Can you check the setting of the queue in question, sounds like it is set to ‚allow‘ which re-opens the ticket.
If so I’d try one of the other two options instead? Hope that helps!

kind regards,
-mike

[James Mohr]

Hi Mike!

Thank you for your reply! I found the option and it is currently set to „possible“, which I am assuming is what you meant by „allowed“.

Regards,
James

[Autor]

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