who works in the Service dpt. will probably share with me this problem: when the customer re-opens a ticket, even long after the ticket has been closed, the close date is updated as well as its time-to-close. This messes up reports.
What I suggest is to develop this kind of option: Clear the close date when moving ticket from closed to open status. To be toggled on and off.
Meanwhile, as a way of survival I will: 1) toggle off this option: Set the close date to today when moving ticket to closed status 2) Build a Workflow that sets the close date automatically when the ticket reaches our Closed status 3) Be sure that there's no re-enrollment in the Workflow, so that the Close Date is "frozen" at the first Close Date.
I know a solution other HelpDesk solutions offer is to open a new ticket if the previous ticket was closed for X time or to always generate a new ticket if the ticket has reached x status.
I think that might help as I often find if a customer reopens a month old ticket the issue/question they have is different to the one we worked on a month ago.
Hi Marcel, totally agree. Your solution would be even better.
Debe ser un usuario registrado para añadir un comentario aquí. Si ya está registrado, inicie sesión. Si todavía no está registrado, hágalo e inicie sesión.
