Reopen closed ticket when someone reply

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I experienced twice that I closed support ticket but after week someone replied to it. I found this after another week. Would be great if closed tickets reopen when new content appears.

Sergey Stukov
  • Answer
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When user reply to closed ticket, UserEcho set Needs review state to is. So all tickets, where agent/admin action is required marked as Needs review. It's default filter in our agent interface.

More explanation and helpdesk best practices here.

Please reply is it helpful for you?

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