Forum Discussion
Re-open incident if customers reply with email
I set my service desk to close incidents with no reply from the customer after 2-3 days and works fine. If the customer replies to the incident through an email, the incident remains closed and just ...
Hi Costas!
I would try the following Account Wide Trigger:
Configure >> Account Wide Settings
Triggers tab
Give your trigger a Title
For WHEN do you want your trigger to occur?
1. "Customer" is "Any Customer"
Add Another+
2. "Responded at" is in the next "6 month" (time is example)
Add Another +
3. "Open/Closed" is "Closed"
Make sure to select "ALL of these rules must be met"
For WHAT do you want to happen?
1. Reopen
Click on Save
I would try the following Account Wide Trigger:
Configure >> Account Wide Settings
Triggers tab
Give your trigger a Title
For WHEN do you want your trigger to occur?
1. "Customer" is "Any Customer"
Add Another+
2. "Responded at" is in the next "6 month" (time is example)
Add Another +
3. "Open/Closed" is "Closed"
Make sure to select "ALL of these rules must be met"
For WHAT do you want to happen?
1. Reopen
Click on Save
