Helo!
We need that function that if a customer sends a reply email to a ticket, if that is closed successful reopen only if it was closed within 72 hours ago.
If the agent close the ticket and a customer reply-s to that ticket for expamle after a week, a newticket have to be created, instead of reopening the closed one.
How can it be configured? Did anyone meet this sutiation?
Ticket reopen within only a defined time
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reneeb
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Re: Ticket reopen within only a defined time
You should use the ticket states "pending auto+" and "pending auto-" instead... Then you can set the pending date 72hours in the future and you can configure the queue that closed tickets stay closed and a new ticket is created.
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