Sometimes you can face the situation when the ticket has been solved, but later the customer may get another question and send it replying to the same, previously solved ticket. If the customer makes any updates to the solved ticket it becomes open automatically and then the conversation with the customer turns into a very long communication related to different issues and it will be very difficult to find the necessary information.

In our system it is possible to change the settings in such a way that when the customer makes updates to the solved ticket via email a new ticket will be created.

HelpDeskEddy offers several options:

  1. You can use Block button in the interface of the solved ticket and if the customer tries to send a comment using the same solved ticket, a new ticket will be created.   
  2. Also you can set an automation, that blocks all solved tickets after a certain time.