stop users from re-opening a ticket once it is closed

[jxh864]

If we close a ticket and the enduser replies to the email, it re-opens. How can we stop this from occurring?

Thanks
Johnny

[WitheringSilenc]

Another + 1 for this option.

[Rudo]

+1 To stop users reopening tickets by email response.

Would like to set: After X amount of days responses to old tickets becomes new ticket instead of reopening the old ticket.
Also notify the sender a new ticket was created instead (a custom message would be great. So we can remind the users of our policies)

[StephanieCDA]

I second this request. I see the option for state change when user replies, but it really needs a "no change" option. We're doing testing right now using an account that has no mailbox. Closed a ticket, received a "mail undeliverable" error, which reopened the ticket....endless loop.

[csperier]

Causes problems when User reopens a Closed ticket. There should be ability to prevent Users from Reopening Closed tickets. This is standard in just about every helpdesk ticketing system I have used. It causes additional work for helpdesk to copy then reclose and open another ticket. And then User Reopens it yet again....

[Esben_D]

I think the easiest way is to copy the text of the note that you want to create a new ticket from, use the actions to duplicate the ticket, and paste the body of the email into the text box and adjust the other fields.

That's how we do it.

[jxh864]

Would there be a way to open a new ticket if a user responds to a closed ticket?

Thanks
Johnny

[Esben_D]

Unfortunately, there is no option to turn that off. You can change the state which is set when a user replies.