Tickets Change status to "Open" when a customer replies to a ticket

[Strutt20]

When someone replies to a solved ticket, the status should update to "Open" automatically. That way agents can get to it faster instead of it being lost in the queue.

 

[Freelancer]

You can handle this with "Escalations" in ACP. No need that this becomes a proprietary feature.

 

[Strutt20]

I will look into that, thank you!