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Forum Discussion
Re-Opening a ticket
When I close a ticket and a customer replies to should it not re-open the ticket?
I think what Lee means, and I'm seeing this too, when the customer replies to an incident that has been closed, i.e. to say "hey, this shouldn't have been closed!", an email is sent out and it shows up on the activity list, but the incident remains closed.
In my mind the incident should be reopened to ensure it is followed up on, otherwise if the email is missed the customer may get frustrated.
In my mind the incident should be reopened to ensure it is followed up on, otherwise if the email is missed the customer may get frustrated.
