Freescout: Prevent Ticket reopening
Hello guys!
Is there a way to prevent user from reopening ticket by replying to the email once this ticket has been marked as closed by staff?
Thank you.
diguinho2018
All 6 comments
No for now.
freescout-helpdesk
on 9 Oct 2020
Hey @freescout-helpdesk, thank you for your answer.
That would be a great feature, could have a "lock" option and if the user reply to the thread the system could send an email with custom message.
diguinho2018
on 10 Oct 2020
How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.
adamsewell
on 2 Nov 2020
@adamsewell That would be a great solution!
fvdm
on 4 Nov 2020
How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.
That would be a great solution, also integrated with workflows to set the status automatically.
diguinho2018
on 4 Nov 2020
Maybe a workaround is to use a workflow:
- If closed: tag as stay_closed
- If tagged as stay_closed and is open: close it
fulldecent
on 9 Jul 2021
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Most helpful comment
How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.