Helpdek Call Re-Opened

[bford]

I am sure its a simple fix, but when I close a call and make it public the end user is often polite and replies with a Thanks", which then reopens the call and I have to close it again

How do I avoid this while still informing the end user that the call was closed

Thanks in advance

[cycleheat]

I've always approached this as a learning opportunity, it's not a technical problem to solve. Lansweeper is not unique in having this happen.

Inform your users that replying to a closed ticket should only be used for when the issue is not resolved and expressions of gratitude should be done elsewhere, like if you have a ticket survey or via email to a feedback address. Even put that in the closed ticket notification.

Let them know what you desire and they'll get the picture after a few immediately closed notifications to simple thank you messages.

[Tinshield]

This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

[pryan67]

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

[Mouaad]

pryan67 wrote:

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

Hi pryan67

Can you please let me know how did you do that?

Thank you for your help.

[pryan67]

mouaad wrote:

pryan67 wrote:

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

Hi pryan67

Can you please let me know how did you do that?

Thank you for your help.

Under Configuration --> email settings find the "ignored content filters (regular expression)" and add the expression ticket closed (or whatever you want...you can make the "code word" "splunge" if you'd like.

LS will then ignore any emails with that word or phrase in it.

[Mouaad]

pryan67 wrote:

mouaad wrote:

pryan67 wrote:

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

Hi pryan67

Can you please let me know how did you do that?

Thank you for your help.

Under Configuration --> email settings find the "ignored content filters (regular expression)" and add the expression ticket closed (or whatever you want...you can make the "code word" "splunge" if you'd like.

LS will then ignore any emails with that word or phrase in it.

Unfortunatly it doesn't work.

So I puted "Ticket closed" as a regular expression. I sent an email to the user with the key work 'Ticket closed' but when the user reply to the email, the ticket is updated and the status is changed to In progress.

[Mouaad]

mouaad wrote:

pryan67 wrote:

mouaad wrote:

pryan67 wrote:

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

Hi pryan67

Can you please let me know how did you do that?

Thank you for your help.

Any idea?




Under Configuration --> email settings find the "ignored content filters (regular expression)" and add the expression ticket closed (or whatever you want...you can make the "code word" "splunge" if you'd like.

LS will then ignore any emails with that word or phrase in it.

Unfortunatly it doesn't work.

So I puted "Ticket closed" as a regular expression. I sent an email to the user with the key work 'Ticket closed' but when the user reply to the email, the ticket is updated and the status is changed to In progress.

[pryan67]

mouaad wrote:


Unfortunatly it doesn't work.

So I puted "Ticket closed" as a regular expression. I sent an email to the user with the key work 'Ticket closed' but when the user reply to the email, the ticket is updated and the status is changed to In progress.

Can you take a screen shot of your configuration?

[Mouaad]

pryan67 wrote:

mouaad wrote:


Unfortunatly it doesn't work.

So I puted "Ticket closed" as a regular expression. I sent an email to the user with the key work 'Ticket closed' but when the user reply to the email, the ticket is updated and the status is changed to In progress.

Can you take a screen shot of your configuration?

There we go :

[Tinshield]

pryan67 wrote:

Tinshield wrote:
This is crazy you can't prevent re-open on reply. Seems like a very basic and common request.

I set a rule to have LS ignore any message that has the words 'ticket closed" in it. That way if an end user replies to it, it will ignore that message.

I do agree though, we shouldn't have to set up a workaround. It is nice for a user to be able to re-open a ticket if the issue isn't resolved though, but that presents its own issues as well

That's a good way to handle it.