topic Re: Automatically create a ticket when replying to an old email in Tips, Tricks & Best Practices

Automatically create a ticket when replying to an old email

MoBlack — Mon, 26 Aug 2024 18:38:31 GMT

Hi All,

Does anyone have a good workflow to handle closed tickets when a client replies to an old email?

Here is what I am trying to do:

If a ticket is more than 7 days, the original ticket is to remain closed and a new ticket is created and treated as a new issue.

That way, If a client respond to an older ticket from a year ago, it doesn't open that old closed ticket and mess up the metrics

Thanks

Re: Automatically create a ticket when replying to an old email

kennedyp — Mon, 26 Aug 2024 21:34:20 GMT

Hi @MoBlack! Welcome to the Community-- happy to have you here 😊

I understand you want to create a workflow to open a new ticket for replies to closed tickets older than 7 days. It looks like you aren't the first to look for this option. Check out this resolved post for some workarounds!

Please let me know if I did not understand your questions or if you need additional clarification!

Best,
Kennedy

Re: Automatically create a ticket when replying to an old email

MoBlack — Wed, 11 Sep 2024 15:27:31 GMT

Thanks @kennedyp I found the article after I created this post and work with the Support team to create a workflow that seems to be working at the moment.

Re: Automatically create a ticket when replying to an old email

kennedyp — Wed, 11 Sep 2024 15:33:37 GMT

So glad to hear it @MoBlack! Hope to see you around the Community again soon 😊

Best,
Kennedy