Reply to closed ticket making brand new ticket

[mattwalsh527]

Hi everyone, I could not seem to find an option for this: we are ok when customers reply to closed tickets and the ticket opens back up, as long as its within a few days after the ticket was closed. We find that sometimes a customer will like to use a ticket as an ongoing email thread from their end. If they reply to a very old ticket that was closed weeks/months ago, it can mess with the metrics. Is there a way to set a cutoff in HS? For example, any replies to closed tickets after 2 weeks will go into the system as a new ticket. 

Thanks in advance!

[GIlievski]

Hi All,

We had a similar request from a client and we had issues with achieving this. Our case was if the reply is more than 5 days after the ticket is closed, create a new ticket. So pretty much the 3rd workflow that @noahmckeon suggested above. The issue with that though is the "Last Modified Date" will always become more than 14 days ago for EVERY closed ticket. So EVERY closed ticket was creating a new ticket after 5 days for us.

So here is the solution.

• First of all "Last Modified Date" means any change on a ticket, so we needed the "Last email activity" property. The catch is "Last email activity" is not a property available for use in create "Workflow from scratch". So we cloned the workflow, again as Noah suggested, so that we have "Last email activity" in the trigger only when the contact replies.
  
  We then created our own property "Latest email received" and we are setting that in the action with a date stamp. Re-enrollment is on, so every time a contact replies that property is "set" again on any ticket.
  
  
• Then we did a second workflow that only creates new tickets when
  • Ticket is closed
  • Close date is more than 5 days ago
  • And the latest email received is after the ticket close date 

So there can be different variations to this of course, including just using the "Last Modified Date", in which case the first workflow would not be needed. I just thought I would share our own use case looking at specifically contact replies on the ticket.

I just turned this on for the client, so if it does not work I will come back to update everyone 😀

 

 

[CZhang2]

Hi there,

Is there a solution for reporting on response time being impacted by tickets reopening?

[JWilkey]

 I see this was from 2022.  Was this attempted, did that solution work?  We have customers that reply to closed tickets and it sends a note to them that they are sending an email to a closed ticket and to send a new email to open a new ticket. However, we find that not everyone pays attention to that note.. Our team doesn't see the response because it's on a closed ticket, causing a bad customer experience for us.  Is there a way for the system to take that email that was sent on a closed ticket and open a new ticket for them?

[mattwalsh527]

Thanks so much Jay, I will take a look at this with my team and reach out with questions. 

[T_Fairley]

Hi Matt, 

I'm actually trying to find a solution for this now and wondering if you got this to work for you. Thanks! 

[spoole]

Hi there, were you able to test this? Did the first ticket also reopen when a customer replied to the email in the new ticket?

[noahmckeon · Accepted solution]

Hi @mattwalsh527 ! Good question. Yes, you should actually be able to do this. I haven't tested this out, but here's what I'm thinking:

The automation that reopens the ticket lives under Settings > Objects > Tickets > Pipelines > Automate, and should look like this:

If you hover over the 'A customer replies to an email' automation, you'll see a link to 'View workflow'. Click on that, and you'll be taken to a read-only view of the workflow.

You can't edit the workflow, but what you can do is clone it (More > Clone) and modify it to fit your needs, then turn off the checkbox for 'A customer replies to an email'.

You likely want three different versions of this workflow:

1. The first workflow will change the ticket status to Awaiting Support if the ticket is still in an open status. You'll want to add a trigger step to the cloned workflow to filter by open statuses.
2. The second workflow will change the ticket status to Awaiting Support only if the ticket is closed and the Last Modified Date is less than or equal to 14 days ago.
3. The third workflow will create a new ticket if the ticket is closed and the Last Modified Date is more than 14 days ago. You'll want to replace the existing action with 'Create Record'.

You could also combine the last two into a single workflow if you use an if/then step for the 14-day threshold.

Seems like this would work in theory, but you'll definitely want to test it in a sandbox first. If you'd like any help, my team would be happy to lend a hand.