How can reopen tickets automatically

[dcorbera]

We need to reopen tickets on status closed when de customer send a follow via mail or via customer interface. How can we change the status to open? We have tried it using generic agent, but how can select the tickets that have a follow up after been closed?

[KlausNehrer]

in the Queue settings

[dcorbera]

We set the Follow up queue option to possible, but when the customer responds a closed ticket via customer interface, its status doesn't change, it continues to "closed successfully". We need the status change to "open", because our agents are pending of the open tickets, not the closed tickets.
Thanks.

[Giulio Soleni]

Did you check the settings in SysConf Ticket -> Frontend::Customer::Ticket::ViewZoom ?

Expecially Ticket::Frontend::CustomerTicketZoom###StateDefault and Ticket::Frontend::CustomerTicketZoom###StateType

HTH
Giulio

[dcorbera]

Yes, we have created a new state, reopen, and when a user sends a mail of a closed ticket, the status is set to reopen automatically, but when the user respons of Yes, we have created a new state, reopen, and when a user sends a mail of a closed ticket, the status is set to reopen automatically, but when the user responds of the customer interface, it doesn't work, the ticket remains on status closed.