Block re-opening a ticket by customer (not automated)

[Robert Schneider]

We have some customers, that are always re-open tickets instead of creating new ones. The ticket may be 3 years old, but they always just reply on old tickets, though it is a new request.

Is it possible to prevent this easily? Can I 'mark' a ticket so that it cannot be re-opened? I don't want to have it automated and it is only for certain customers. Do I need another state in the workflow?

[Valerie Knapp]

Hi @Robert Schneider , thanks for your post.

Some people have in their workflows for something like a Service Request a status after the Resolved status of Closed. What you could do is after something has been resolved, with no comments, for a certain period of time, is transition the ticket with an automation to the Closed status. Then, if there is no transition from the Closed status back to Work in Progress or Open, (as you see in this workflow below) the customer commenting on the ticket would not re-open it.

Do you think something like this would work for you? What do you think?

Best wishes

[Stephen_Lugton]

@Valerie Knapp wouldn't this raise an additional problem that the customer comment on the ticket is then 'lost' and the customer believes that they will get help on their newest issue but there is no open ticket (not even an old one)?

[Stephen_Lugton]

@Robert Schneider have you considered archiving off old tickets?