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Hi ​@JKaytovich 9307538 mckinneyisd ,

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 ​@JKaytovich 9307538 mckinneyisd ,

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

​@JKaytovich 9307538 mckinneyisd Thanks for getting that idea submitted! One thing I will note is that you can, via site options, restrict the amount of time the ticket can be reopened. This might be the case if this situation is a frequent reoccurrence. 

https://community.incidentiq.com/permissions%2Dsite%2Doptions%2D196/site%2Doptions%2D251?tid=251&fid=196#Ticket+Options