AnsweredAssumed Answered

Reopening ticket with email response to resolution

Question asked by Jason Dupuis on Jun 14, 2018
Latest reply on Jun 25, 2018 by Kelli Buchanan

Is there any way to give the user the option to reopen their ticket when responding to a Resolution Posted email instead of an automatic reopen?  We are finding that we are spending a fair bit of time re-resolving tickets that users have replied back with 'Thanks'.  Giving the user the option to reopen or not would save a lot of time. 

Maybe it can run along the same lines as PO approvals - "Thanks" button and  "reopen" button?


Open to suggestions.  I've already re-resolved a half dozen solutions this morning.