Declined Suggested 3/23/2020 by Hector Bas

3

votes

Feature Request: Reopen closed tickets on new replies within X days ... & link ticket

Simple request I believe: would be extremely beneficial for organization purposes for when you have the "Reopen closed tickets on new replies within X days" enabled, that the newly created ticket is automatically linked to the older closed ticket. Just had a scenario where this feature kicked in, so the new reply came in as a new ticket, but since the user replied to the ticket reply, the only content in the ticket was their reply, which in this case was just the typical "thanks" response. I'd have to click on the "show original email" to know the origins of the conversation. Since I already knew about this ticket, I wasn't surprised, but my colleague actually picked it up first and there was nothing on the ticket that would give you the impression that this originated from an existing ticket. In a small organization, this is less of an issue, but the bigger we get the more that features like this will hurt us.

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Alex Tech
This feature is already there, if a new ticket is being created - it's linked with the original.
3/23/2020 12:03 PM
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Hector Bas
.... You're absolutely right, I'm blind as a bat. I think the reason I missed it is because usually when you link a ticket to another ticket, a system comment is added to the ticket comments that says so, but that wasn't the case on this one. But it definitely had a linked ticket on the right hand side. So maybe you can make that slight adjustment??
3/23/2020 12:06 PM

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