Reopen closed ticket when someone reply
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.
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Sergey Stukov co-founder
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. http://feedback.userecho.com/topics/7878-filtr-trebuyut-vnimaniya-zachem-on-mne-nuzhen/
Please reply is it helpful for you?
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. http://feedback.userecho.com/topics/7878-filtr-trebuyut-vnimaniya-zachem-on-mne-nuzhen/
Please reply is it helpful for you?