+1We have an auto reopen rule that says, if the status is Resolved and Comment is updated within 5 days of the ticket, then it is set to In-Progress.
Issue: When a user performs a reaction on an email it automatically re-opens the ticket. I am looking for a solution to avoid that.
Hi
I hope you’re doing great! Could you please share an example ticket where the user performed a reaction on an email and it automatically re-opened the ticket?
Regards,
Jas
Hi
Thank you for sharing the screenshot! After taking a look at the screenshot, it looks like the system considers a reaction on a message as an addition of a comment, which is why the “User reacted to your message” appears under “User Added Comment”. I couldn’t find a filter to exclude a reaction on a message from reopening a ticket. I’m not certain if this is an intended behavior, but if it is, I’d suggest submitting this as an enhancement request to add a filter or an option to exclude reacting on a message from reopening a ticket. I’ll share the link to the Idea Exchange page below:
https://community.incidentiq.com/ideas
Our product team will review the idea and all the updates regarding this will be posted there. If you have any other questions or concerns, please let me know. May you have a great day!
Regards,
Jas
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