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