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A ticket that's closed remains closed on reopen Edited

When I have closed a ticket a green check mark appears on the right of the status with 'Opgelost' (meaning Solved).



Now, when a customer responds to the ticket or I reopen it myself, the status on the right remains 'Opgelost'. It also does not reappear in the queue of Open tickets.

What does our Admin need to do to get these automatically re-opened and back in the Queue.

1 answer

1 vote
Liam Green Community Leader Nov 26, 2020

Hi @Jo Janssen 

Your admin will need to edit the workflow to remove the resolution (or set it to 'none') when the ticket is transitioned to reopen.

If they're struggling with this, let me know and I'll see what I can do to help.

Regards, Liam

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