closed tickets reopen as responded | Voters

closed tickets reopen as responded

Gillian Young-Zerr

when a customer replies to a closed ticket it opens back up as responded and is hard to find or know it is there. Also they are starting new tickets on closed chats. Once it is closed it should not be an option on their side it is very confusing

September 30, 2022

Asha Nallavadu

When customer replies to closed tickets, can they be sent notification that "this ticket was closed, and we will generate new ticket/chat for you" - including older ticket number/summary in the ticket title

Asha Nallavadu

Also had an issue where customers closed ticket was reopened by Chatgenie, where user replied he did not initiate the request.

Evan Dumouchel

I'd like to see closed tickets that get chatted to re-opened, as it means the convo is still ongoing, but is there a way to pop them in a queue that makes it clear they are re-opened so likely a high priority for a response?