How do you deal with tickets being reopened with "thank you" replies?
Hi guys,
I'm having an issue where I will email a staff member from the ticket in ManageEngine advising them that the issue has been resolved and then close the ticket, some time thereafter they reply and simply say "thanks for that", or some variation of that, which reopens the ticket.
I'd prefer to not have to turn off the facility that allows staff to reply to reopen tickets if possible.
Anyone else finding this?
Anyone have any suggestions as to how to deal with this?
Thanks!
I'm having an issue where I will email a staff member from the ticket in ManageEngine advising them that the issue has been resolved and then close the ticket, some time thereafter they reply and simply say "thanks for that", or some variation of that, which reopens the ticket.
I'd prefer to not have to turn off the facility that allows staff to reply to reopen tickets if possible.
Anyone else finding this?
Anyone have any suggestions as to how to deal with this?
Thanks!
Topic Participants
Gavin Amm
Mike Jones
Nathan Mort
RCPSC
ServiceDesk Plus