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Published 20 hours ago • verified publisher icon freescout-helpdesk

Prevent Ticket reopening

Open diguinho2018 opened this issue 4 years ago • 6 comments

Hello guys!

Is there a way to prevent user from reopening ticket by replying to the email once this ticket has been marked as closed by staff?

Thank you.

diguinho2018 avatar Oct 09 '20 02:10 diguinho2018

No for now.

freescout-helpdesk avatar Oct 09 '20 05:10 freescout-helpdesk

Hey @freescout-helpdesk, thank you for your answer. That would be a great feature, could have a "lock" option and if the user reply to the thread the system could send an email with custom message.

diguinho2018 avatar Oct 10 '20 20:10 diguinho2018

How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.

adamsewell avatar Nov 02 '20 00:11 adamsewell

@adamsewell That would be a great solution!

fvdm avatar Nov 04 '20 12:11 fvdm

How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.

That would be a great solution, also integrated with workflows to set the status automatically.

diguinho2018 avatar Nov 04 '20 13:11 diguinho2018

Maybe a workaround is to use a workflow:

  • If closed: tag as stay_closed
  • If tagged as stay_closed and is open: close it

fulldecent avatar Jul 09 '21 17:07 fulldecent

Recommending to close issue as workaround exists and developer said "not for now"

fulldecent avatar Oct 11 '22 18:10 fulldecent

Will be useful lock the customer from adding new comments. I opened a feature request: here who interested can vote it!

PeopleInside avatar May 29 '24 06:05 PeopleInside