Prevent previously closed tickets from reopening.

James-Preseem

I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket.    As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelated issue to the end of ticket that was previously closed.

 

There is currently no way in hubspot to avoid this or prevent this from happening today.  Regardless of how long a ticket is closed it will always reopen when an email is received that is related to that ticket.  To say this is unfortunate is an understatement.

 

Zendesk has the concept of an archived ticket.  Once a ticket is in a closed state for a configurable period of time, the ticket is archived.  This archived state  does not remove the ticket from the system, it puts it into a sort of read only state that;

  • Will not reopen with an email response
  • Cannot be reopened manually
  • Cannot be edited.

Zendesk provides the option to create a follow up ticket that references the archived ticket.  This new ticket will have a link to the old ticket and does have a true link at a reporting level to the old ticket.

 

So what is the suggestion I am making?

  • Add a reopened state for tickets that were previously closed and reopened as a result of some action.
  • Add a reporting field that has the following attributes, reopened source (manual, email response, workflow action)
  • Add a property to indicate the reopen time.
  • Add a status that is systemically assigned based on the ticket being in a closed state for some configurable period of time. example 5 days.
    • For 5 days after a ticket is closed, the ticket can be manually reopened or be reopened due to a workflow action (receipt of an email or call associated with that ticket)
    • Tickets that are reopened should be in a reopened state or have some attribute data to indicate that the ticket was closed and was reopened during the 5 day interval.
    • Tickets that are not reopened within the 5 days will enter an archived state.  These tickets are closed, can be reported on, can be referenced, and  be the basis of follow up tickets.  But they cannot be reopened and they cannot be edited.

I am certain that there are other customers who would benefit from this type of option.

 

Thank you...

~James

 

13 Replies
mem
Member

This a great suggestion and our team definitely needs something like this!
links to this thread:
https://community.hubspot.com/t5/HubSpot-Ideas/Split-Tickets-in-separate-Tickets/idc-p/371593#M64952

Hermen
Member

Hi James,

 

I have implemented a workaround for this. I'm migrating closed tickets to a newly created archived pipeline with 1 status archived.

When a customer replies to a ticket in this pipeline, a new ticket will be created form a workflow with the property values of the closed ticket.

The customer gets notified that the ticket they are replying to is already closed and that we have created a new ticket for them.

 

Cheers,

Hermen

James-Preseem
Participant

Hi Herman,

 

So in your work around, the reason why it does not reopen automatically is because the pipeline has only a single status, archived, which I assume is a closed status.  I am curious about the workflow that facilitates the creation of the new ticket with the previous details.   Is this something you can share here or with me directly?

 

This sounds like something that might work for my use case.  If only I could get the auto association 'feature' to behave as it should, I likely wouldn't have as much grief with the current closed/reopen functionality.

 

Thanks Herman,

 

~James

 

Hermen
Member

Hi James,

 

Hope this helps.

 

I move older tickets to a new pipeline with one status 'Archived' and I run this workflow. In the email, I notify the customer, and in the create record I create a new ticket.

 

Hermen_0-1603175181629.png

 

 

 

James-Preseem
Participant

Hi Herman,

 

Thank you for the reply.  In terms of the new ticket creation.    "Ticket: Ticket Name" refers to the original ticket, or the new ticket?  I am just wondering how this preserves a reference to the original ticket that had been archived.

 

James

 

JimyMason
Member

Absolutely agree. The Hubspot support staff themselves have advised me they have the same issue and need to go through their stats and explain them, which seems like a huge waste of time.

 

MVP I'd say is;

 

When a ticket is closed, if a customer replies to the thread outside of the user determined ticket closure period, it creates a new ticket, referencing the first.

arielowens
Member

We really could use a feature where we have the system create a new ticket after it has been a certain period of time from the initial closed date. After a certain period of time, we find that the reply that reopens the ticket is usually no longer relevant to the previous request. This makes it hard to track our data we report on and client communications through tickets.

liberworm
Contributor

We have the same issue and it is getting really bad for our ticket management. The ability to "permanently" close tickets and open new ones after a set period (or something comparable) is pretty standard for most ticketing systems. 

CEsser
Member

Clients replying to old tickets with new issues is a ticket managment nightmare . The tickets should closed and any replys should create a new ticket. Also if there is a reply to an agent off that day or on vacation, it causes major delays in responding the client. Our time to close, time to respond, count of tickets metrics are all being negatively affected by this issue.

GavinL
Member

Hey all,

 

We absolutely need the ability to archive a ticket (ie no properties or activities can be updated) and control over which tickets are archived and when (eg when it reaches certain stage/s in a pipeline, eg X days/weeks after being in that stage etc)

 

The workaround to move ticklets to a new pipeline with an archived status makes reporting a nightmare (we would have to create 2 extra properties (previous pipeline, and final status in previous pipeline) to capture this information which is critical for reporting

James-Preseem
Participant

Hi Gavin,

As the originator of this thread I agree that this is needed in a big way.  I have considered at length the work around you described and have used it to a limited degree for CES surveys, if you haven't started down that road it has similar issues.

 

Your message actually made me think about something that I had actually previously missed which is restricting the ability to make changes.  Previously I was concerned about tickets reopening when a new message arrived, which is a pain.  Moving it to a different pipeline is not a desireable solution, but it works in some respects. 

 

What your message made me realize is that, "Closed" is just an attribute of the ticket.  Even if a ticket is in the "Closed" status, it can still be updated, there is nothing that prevents a ticket from being updated.  In the absence of a true archive status (not closed), you would have set field level persmissions to restrict who can make changes.  I do not currently have access to the enterprise subscription level where field level permissions are available, but if there is the ability to make the field level permissions specific to a pipeline and a user group, I can imagine a way to achieve more of an archive state than what closed offers today.

 

Just speculation, but something to consider.

 

James

GavinL
Member

Hey James,

 

Thanks for the feedback - as an enterprise user I am able to control fields/ticket status's by either user or team, which mitigates the issue (restricting who can modify a ticket once resolved) but ultimately is not what is needed

 

To me its a no-brainer that when a ticket is marked as resolved it is not adjutable - as to how to identify a ticket a resolved, treaintg this as the final stage is a pipeline might work (albeit we have several resolved stages per pipeline so would need to add a custom poperty to reflect this, esp for reporting purposes), otherwise having a mandatory Hubspot property per ticket could be another answer

 

 

AGreen3
Member

Hi All - 

 

I have a challenge when creating the new tickets. When someone emails a closed ticket, there is content in their email that contains their new question. Has anyone found a way to include that content in a new ticket?