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Given the lovely change that automations will be limited, I'm looking to reduce the number of automations we use across projects so I don't have to spend an insane amount of money to perform actions that should be already happening.
Since JSM also doesn't "reopen" a ticket on its own when a ticket is closed and a customer replies and forces US to rely on an automation--it is ridiculous that I now have to "pay" for services that should be a no-brainer.
So, is there something else that can be done so I don't have to use up an automation?
We want to keep all work, and future questions or follow ups, in the original ticket. We've also seen that someone can reply to that closed ticket--and not know that we didn't see it. I'm fine not getting the "Thank you!" emails, but critical needs will get lost if I turn this automation off.
Has someone out there found a non-automation way of handling this? I'm assuming it will mean more tickets that need to be connected and linked in the future?