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We have stakeholders who respond to emails from closed JSD tickets.
The tickets end up in nobody's queue and nobody knows the person has responded. How does everyone else handle this?
I would like to have an email response go to the sender that says something along the lines of ... "you have responded to a closed ticket". Please raise a new ticket by... and then include instructions how to create new ticket.
Alternatively, we could live with a new ticket being created and going into the unassigned queue. Has anyone done this? We used to have something like tht in Zendesk which we used before going to JSD. It would create a new ticket and link to the old closed ticket so we could follow the trail if we needed to.
Hi @Cathy Oliva
please check the (rather lengthy) discussion at JIra Service Management - Ticket Closed - Email Re... (atlassian.com).
This seems to cover that you write in "Alternatively".