When a support agent moves a service desk ticket to completed status and the requester responds to the same ticket via the support portal or through email, the response can be handled in three ways:
- Option 1: Keep the ticket closed and add the new update to it.
- Option 2: Automatically reopen the ticket to a specific status if the reply is received within a specified time period.
- Option 3: Create a new ticket, assign it to the same team and assignment group while leaving the current ticket untouched (except for auto-relating it to the newly created ticket).
Configuring Reopen Behaviour:
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Log in to HappyFox Service Desk, then navigate to Manage and select Teams.
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Open the team where you wish to modify the reopening behavior.
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In the team details page, find the Reopen behavior section on the right pane and click Edit.
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Choose one of available options for When an incident in completed status is updated by requesters:
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Select the Do Nothing option, if you prefer to keep the ticket closed and simply add the new updates to it.
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Select the Reopen Ticket option, if you prefer to specify the status to reopen the ticket.
You can specify the maximum number of days within which a requester’s update will reopen the ticket. Leaving this field empty will reopen the closed ticket whenever a requester adds an update.
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Select “Create a new ticket”, if you want to create a new ticket when the requester replies to a ticket that is in completed status behavior.
Note: The newly created ticket will be mapped to the same team, assignment group and will be auto-related to the existing ticket.