Unique ways to reopen a ticket

[Mikel Whipple]

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. 

[Aaron Pavez _ServiceRocket_]

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