User Portal: User is able to only reopen ticket by reply

[jkrelic]

I do know that there is an option called "Users may alter ticket state" but that option is too powerful for our needs. I would like to see an option for the user to reply to a ticket in the User Portal to reopen a ticket.

[cnavarrete]

We want users can reopen their tickets from the web console, but not to change them to any state. This could be possible with a button to reopen closed tickets or simply allowing to write notes in closed tickets. Thank you for taking this issue into account.

[davejohnson01]

Charles.X,

Do you have an update on this request?

I also would like an option to disable reopening a closed ticket when a user replies all.

This is an issue for us because we allow users to CC people and they will continue replying all after the ticket is closed. I know we can ask them to remove the help Desk email address from the list, but that is an inconvenience for them.

Not sure about anyone else, but for us, I think we would only want agents to control the status of a ticket.


Thanks
Dave

[Esben_D]

I added your request to our feature request list.

[jkrelic]

I am finding a problem with users replying via email to reopen a ticket as well. It essentially makes a brand new ticket, which it shouldn't. It should keep the same ticket number. I have users that keep tabs on their tickets and respond to their old closed tickets because it has the ticket history in it for their reference. Creating a new ticket number and going through the rigmarole of essentially "spamming" the same content as a new ticket to our users is unsatisfactory.

When a user reopens a closed older ticket, only 1 thing should happen, it reopens the ticket.

However, we don't want users to reopen the ticket via email. For example, I close the ticket and the user responds with a "Thank you" response. I don't want the ticket to reopen. The only place that a ticket should be reopened is in the portal. If a user responds to a closed ticket via email, a notification to the assigned agent should be sent, but the ticket will remain closed. Thus, the initial reason for this topic.