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‎02-14-2019 01:35 PM
How do I avoid this while still informing the end user that the call was closed
Thanks in advance
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‎04-27-2020 05:32 PM
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.

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‎04-20-2020 08:50 PM

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‎04-20-2020 08:53 PM
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

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‎06-15-2020 11:42 AM
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.

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‎06-15-2020 01:30 PM
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.

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‎06-15-2020 06:05 PM
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.

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‎07-03-2020 11:50 AM
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.

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‎07-03-2020 02:12 PM
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?

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‎07-08-2020 03:12 PM
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 :


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‎04-20-2020 08:58 PM
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.
