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Hello, 

Please advise how we can disable the rule  that allows non-agent users to reopen a resolved ticket by adding a comment. Most of the time our non-agent users would choose to reopen the ticket when they put comments like “thank you.”  We would rather users to submit new tickets if the issue is not resolved. 

 

Thank you. 

 

 

 

 

@ekang Great question! You can create a ticketing rule using the trigger updated, that will keep the ticket in the “Resolved” status when a user comments on the ticket. I have added a screenshot of the filters to use and included an action to send an email to the submitter that they should open a new ticket for the issue. 
Let me know if that works for you, happy to help further if needed.

 

@JMcMillan_iiQ

Thank you for the reply. But the rule you suggested didn’t work when I tested it. 

 

@ekang What status does the ticket revert to when the user comments on the ticket? Does it go from resolved to in progress? 

@Kathryn Carter 

 

In my test ticket, when the user leaves a comment on a RESOLVED ticket, a pop up window would show up. If the user clicks “yes” to reopen it, the status of the ticket would be changed from resolved to IN PROGRESS.

 

@ekang Please submit a ticket to support for this; it looks like it could be a critter 😄

I just had this happen today and was wondering why they reopened the ticket after thanking me. I suggest upvoting the community idea. It shows to use when the status is updated, instead of comment. 

 

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