Block re-opening a ticket by customer (not automated)

Question

We have some customers, that are always re-open tickets instead of creating new ones. The ticket may be 3 years old, but they always just reply on old tickets, though it is a new request.

Is it possible to prevent this easily? Can I 'mark' a ticket so that it cannot be re-opened? I don't want to have it automated and it is only for certain customers. Do I need another state in the workflow?

Valerie Knapp_dpp5c6 · Answer

Hi @Stephen_Lugton , thanks for your feedback. Yes, this could create a situation where a customer is commenting on a closed ticket and nothing happens, but they would also see this in the portal, that the issue isn't re-opened.

I agree with you that a better approach would be to archive old tickets. I was responding to the OP's question about whether you can do something within the workflow, which you can, but as you say, there is also this risk.

Stephen.Lugton · Answer

@Robert Schneider have you considered archiving off old tickets?

Stephen.Lugton · Answer

@Valerie Knapp wouldn't this raise an additional problem that the customer comment on the ticket is then 'lost' and the customer believes that they will get help on their newest issue but there is no open ticket (not even an old one)?