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customer wants to enter comments via e-mail after the ticket is closed.

Deniz Yalçıntepe
Deniz Yalçıntepe May 23, 2023

Hi Community,

 

Is there a way for the customer to enter comments via e-mail after the ticket is closed?

I know about satisfaction survey. But comments are visible on reports, but not on issue.

Is there any settings on satisfaction survey or automation? Or do you know any app for it?

Bests,

Deniz.

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Dan Breyen
Dan Breyen
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May 23, 2023

Hi @Deniz Yalçıntepe out of the box customers should have that functionality.  I just tested it with my system and I can add comments for the customer, the customer got an email, and the customer was able to reply back with the comment added to the ticket.

There is an automation in the Automation Library to reopen a closed ticket if a customer comments on it as well if that's what you'd like to do.

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Deniz Yalçıntepe
Deniz Yalçıntepe May 23, 2023

Hi @Dan Breyen ,

I tested. When an issue is resolved, customer gets resolved mail. And if them reply that mail, it commented.

Thank you for your support.

Bests,

Deniz.

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