Is it possible to block reopening of tickets after X days post closure?
started a topic
3 months ago
Is it possible to block reopening of tickets after X days post closure? Desire is to prevent erroneous reopening of obviously closed tickets and instead create a new ticket should a customer locate an old email and log a new request.
There is a workaround, maybe someone can think of something better.
You could create a special field in a ticket "Permanently closed", or maybe a new status code "Permanently closed" would also work. Then in Automations (time triggers), you can test if a ticket has been closed for x hours, and if so fill this new field (or change the status).
A ticket is reopened in a rule in ticket updates. Here you can add the check that the ticket is not "Permanently closed".