What are some unique ways you are allowing customers in JSM to reopen a ticket? We are building out from the ground up and we can use the traditional "reply with reopen" but we wanted to get unique so I thought I would ask the community what unique ways they are reopening tickets.
Hi @Mikel Whipple
A couple of things I've seen:
- Some will not allow reopening after some time has passed.
- If they reopen, they add a comment to the ticket that ticket is reopened.
- They create a new ticket instead of reopening.
- Two things, one is to set the ticket with a RESOLUTION and STATUS RESOLVED or set the status to CLOSED and not reopen after that.
- Some will move the ticket back to IN PROGRESS.
All this will depend on whats the best for your team and customers.
Regards
Aaron
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