Can I set tickets that are solved to reopen if a email reply comes through?
If so where do i set this up?
3 Replies
Solved is technically still an *open-style *ticket when compared to the final status of Closed. You will receive notifications and see the Solved ticket move to the top of the list if someone replies to it.
Reopening a Closed ticket when someone replies is configured via Settings > Tickets > Settings -- you can set a threshold to reopen vs create a new ticket here. We're putting the ticket back into Solved as opposed Open as most replies are something like 'Thanks' haha.
If you want it to go into Open instead, you can create an automation rule based on the 'Ticket state is reopened' trigger.
where do i find the ticket stat is reopened trigger?
Settings > Automations > Event & Time > create a new rule
