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.
