Create a new Service Ticket if an email reply comes on a ticket that is in a "Closed" status
We would love the ability to have a setting where, when a Service Ticket has been set to a status of "Closed", if an email reply comes on the conversation associated with the ticket, a new ticket is opened, and it has an association to the closed ticket.
We often encounter customers that will reply to an email thread on a ticket that's set to a status of "Closed" on an unrelated issue.
We have a workflow that assigns a status when we receive a customer email on the ticket. So it is re-openeing a ticket about "Issue A" with a question about "Issue B". This is causing unrelated issues being discussed on the ticket, but also not allowing us to gather correct metrics, as multiple/unique support issues are being resolved on a single ticket. So it reports as one, but should be multiple.
We'd love to be able to set it where once a ticket is a status of "Closed", any new emails on an associated conversation will create a new ticket, and associate the closed ticket to this newly created ticket (for history/visability in the case that the new email is related to the original issue).