-
Help Desk reporting gives you real-time visibility into your support operation without the manual work. Ask our experts about which metrics matter most! AMA Dec 8-12.
Ask us anything
Hi, as the title suggest, all closed tickets from a contact reopen when that contact replies in a seperate open ticket conversation. We have contacts that have multiple tickets throughout the year. When the contact replies to an email about ticket A, all older tickets reopen even though they were on closed.
The trigger "A customer replies to an email" in the ticket pipeline settings is on because tickets that aren't closed need to go back to our "Support action required" status.
I have tried to fix this by changing some automatic association settings in the Activity settings, but that hasn't fixed it.
Does anyone know how to fix this? It doesn't seem like it works as intented.
Kind regards,
Ole
Hey @OVeenstra - thanks for posting in the Community!
I'd like to tag in some Ticketing experts to see what insight they may have for us! @SNigam, @louischausse, and @ScottPennwood - any thoughts regarding this behavior?
Shane, Senior Community Moderator
 | Loop Marketing is a new four-stage approach that combines AI efficiency and human authenticity to drive growth. Learn More |
