Notate when Ticket is Reopened

ParryMe — Tue, 17 Jan 2023 13:52:44 GMT

We currently have our system set up so that when a customer replies to an existing ticket, it will automatically change the ticket's status to one of our "open" statuses (even if the ticket was previously closed).

As we revamp our KPIs for 2023, Time to Close is something we will be looking at.

My question: Is there a way to notate that a ticket has been reopened (and the date it was reopened) so we can report our KPIs appropriately? We have quite a few customers who will reply to an old ticket for something new, and even though the original request was handled in a few days, these tickets now show they've been opened for much longer, which skews our reporting.

Re: Notate when Ticket is Reopened

danmoyle — Tue, 17 Jan 2023 14:32:35 GMT

@ParryMe that's a great question and use case for using Service Hub + Reports.

This may not be exactly what you're looking for, but in this similar question I offered a workflow solution for when customers replied "thank you" in the email. That made me think there may be a workflow option for opening a new ticket if the previous ticket was already closed and they reply to an email. That's where I'd personally start.

I also found this thread that's more similar to what you're asking, in regards to older tickets. That may also inspire a solution.

topic Notate when Ticket is Reopened in Tickets & Conversations

Notate when Ticket is Reopened

Re: Notate when Ticket is Reopened