Reopen ticket Workflow Optimization

[Mario Nuñez]

Hi everyone,

We’re facing a challenge in our workflow related to the “Reopen” status for requests. In our business, the same issue sometimes reappears, and customers often reply to the old email they sent previously instead of creating a new request. This causes the old ticket to reopen rather than generating a new one.

My boss would like these new comments/emails to create a new request instead of reopening the old one. I understand automation could help, but he’s asking if there’s any configuration-based workaround within the ticketing system to achieve this.

Has anyone dealt with a similar situation? Any ideas or best practices would be greatly appreciated.

[John Funk · Accepted solution]

Hi Mario,

One option might be to create an automation rule to move the ticket into another status after X days of the Resolved date. Then don't allow a transition to Reopen from that new status. And probably send an email to the customer that this ticket is no longer available to be reopened and a new ticket must be create.  

[Dean Stearn · Accepted solution]

Hi Mario

On our site, we have implemented automation rules that when a ticket has been set to RESOLVED, the RESOLUTION field is set by the Agent and an email sent to the ticket reporter advising them of this.

The ticket will remain at RESOLVED for 5 days, which allows the ticket reporter to respond to the ticket if there are still issues. They can use a customer transition on the Customer Portal to re-open the ticket, moving the status to OPEN which in turn clears the RESOLUTION field.

If they do not respond within the 5 days, automation pushes the ticket to CLOSED.

As there are no transitions out of CLOSED, the tickets remains closed forever, unless an Admin changes it in the background.

Others may have better ways, but this is how we handle this.

thanks

Dean