Allow customers to Reopen closed ticket from the portal

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Chakr
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Allow customers to Reopen closed ticket from the portal

Post by Chakr »

Hi all,

I want to allow the customers to re-open closed ticket from the portal (customer.pl).

How can I do it?

I tried by changing the sys config and it allows to set the next status to open but the customer cannot define it for closed tickets.

Thx
crythias
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Re: Allow customers to Reopen closed ticket from the portal

Post by crythias »

followup and change next state.
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Chakr
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Re: Allow customers to Reopen closed ticket from the portal

Post by Chakr »

Hei,

Thx for your feedback. Here how I did it, but it doesn't work.

Where is my mistake?

Thx.
OTRS.jpg
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Chakr
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Re: Allow customers to Reopen closed ticket from the portal

Post by Chakr »

But I don't want to have an e-mail sent reopening the ticket only if they connect to the portal they should open it.

That's why I defined 'rejected' for the FOLLOW UP OPTION assigned to the queue.

Here are the config for the queue.
queue.jpg
Thx for your help...
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crythias
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Re: Allow customers to Reopen closed ticket from the portal

Post by crythias »

when they see the closed ticket, they should be able to reply with a note and change the next state to open.
You haven't screenshot their side to show this is impossible.
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Chakr
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Re: Allow customers to Reopen closed ticket from the portal

Post by Chakr »

I don't see anything to add a note.

Here is a screenshot of the customer portal view.
OTRSCustomerPortal.jpg
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crythias
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Re: Allow customers to Reopen closed ticket from the portal

Post by crythias »

Also check the Queue's followup ability.
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Chakr
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Re: Allow customers to Reopen closed ticket from the portal

Post by Chakr »

For the queue I defined the "Follow up Option:" to "Reject".

Because I don't want the ticket to be opened by email (if the customer send an email with "Thanks", I don't want the ticket to be opened) I just want the customer to reopen it if he really want to do it via the portal.
Chakr
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Re: Allow customers to Reopen closed ticket from the portal

Post by Chakr »

I made some tests and the only option allowing to have the reopening possible from the portal by the customer is having "Follow up option" to "possible" on the queue config. But it doesn't answer my need.

Is any other way to do it?
sanilramachandran
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Re: Allow customers to Reopen closed ticket from the portal

Post by sanilramachandran »

i need it in the same way too. did you find any solution?
VCSousa
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Re: Allow customers to Reopen closed ticket from the portal

Post by VCSousa »

Maybe you can workaround with a process ticket.

If a ticket is a process, even after closed you can give it a Customer Activity Diaologue that allow to put a note and change the state.

You can create a process only for this, and with a Generic Agent finding the closed tickets and maybe some more criteria, transform it to the process. Also after reopened, you can have another Generic Agent to push it out from the Process to a Normal Ticket.
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Re: Allow customers to Reopen closed ticket from the portal

Post by sanilramachandran »

thanks for the response.
But it is not a process ticket.
The case here is, I want to allow reopening closed tickets only from the customer portal not by replying back to the ticket closure notification or any other previous communications.
VCSousa
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Re: Allow customers to Reopen closed ticket from the portal

Post by VCSousa »

Yes, i know.

What you can do is, after you close a ticket, by some criteria, with a GA, transform it to a process ticket (Closed already) where the process, are just a flow to reopen it on customer view.

If the customer reopenit, another GA to push the ticket back from a process to a normal ticket. And also, you can automaticly, with GA to, if the ticket are not reopened in the next 30/60/90 days, it push it back to a normal ticket and impossibility to reopen it.
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Re: Allow customers to Reopen closed ticket from the portal

Post by reneeb »

When customers view a closed ticket in the customer portal, they can send a response. The ticket should be reopened then.
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