In progress 12/1/2025

5

Votes

Updating a ticket after it is closed without notification

I would like to be able to add a Tech Note to a ticket that is closed, without it automatically reopening the ticket and notifying the end user

Be able to reopen a ticket without notifying the end user, in order to add a Tech Note (and then silently close the ticket).

Alex 3/15/2026 9:28 AM Tech

reopening a ticket does not send a custom notification, but you're probably right, adding a private tech note should not reopen it in the first place

Alex 4/24/2026 3:28 PM Tech

We tried implementing this, but got a massive backlash from users. Apparently the majority wants to keep it the way it - a "tech only" comment reopens the ticket like before (including system reports about non-delivered replies). So we'll just add checkbox that allows to add reply to a closed ticket without reopening.