Hi everyone! Sophie from the Service Hub product team here. There is currently a private beta available to Enterprise customers that allows users to manage ticket re-opening behavior via workflows. The beta adds a new workflow action that can “copy” the new message and properties from the re-opened ticket into a new ticket. This action can also close the original ticket again and set the close date property back to what it was originally to maintain SLA and reporting consistency.
There is also a template for this workflow so folks don’t need to build it from scratch. To use the template, navigate to workflows > create workflow > “from template.” The name of the template is “Control if closed tickets open based on new replies” (find it more easily by clicking the “Service Hub” tab on the left hand side of the page. Quick note here: the enrollment criteria “last closed date” should be customized depending on your process, e.g. “last closed date is more than 5 days ago” if you want to allow closed tickets to re-open within 5 days of being closed, 3 days, etc. If you never want closed tickets to re-open and instead have new replies on closed tickets always create a new ticket, you do not need this property in the enrollment criteria.
By using workflows for this beta we hope to give folks as much flexibility as possible to tailor these ticket re-opening rules to their team’s process. That said, we plan to iterate on this functionality and improve it based on your feedback! Any feedback and insights that folks can share here is much appreciated and will help us to improve how this feature works.