Jitbit Helpdesk - Reply & Close button - Function like Close Ticket : Ideas forum

Implemented Suggested 6/25/2020 by Michael Milnes

4

votes

Reply & Close button - Function like Close Ticket

Can we have the Reply & Close Ticket button work like the Close Ticket in regards to Child or Linked tickets?

When using the reply/close, it only closes the current ticket.

It would be ideal for that button to function the same way, and also copy the comments of the ticket into the sub/linked tickets as well, should the user want to.

Michael Milnes 10/23/2020 3:01 PM

In addition to the request above, make the Reply-Close button act as Close button. We have canned responses that we use when we close the ticket, however sometimes my techs forget to use them. I have the "Send close message" turned off because they are supposed to use the reply/close button and that cuts down on a 2nd closed message.
Could we have the reply/close button disregard sending a closed email if it is used? This way I could turn ON the closed message option and should my tech forget to use the canned message, the customer still is notified that the ticket has been closed.