With some help from a HS support person I have greatly reduced the reopening of old tickets. We call them “Zombie Tickets” as they keep coming back from the dead. The fix required that I add a little bit to my automation and I have gone from spending about 30 minutes a day of Zombie killing to virtually Zero time spend checking and killing. In the screen cap below, I added this step to my Waiting on Us phase and our Waiting on Customer phase. To get it to work quickly you have to restart the tickets that are in these queues so you can root out any zombies hiding in the ticket forest but this simple step has been like a give from God!!!
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