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

Discussion in 'Suggestions' started by Strutt20, Aug 9, 2018.

  1. Strutt20

    Strutt20 Member

    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.
     
  2. Freelancer

    Freelancer Well-Known Member

    You can handle this with "Escalations" in ACP. No need that this becomes a proprietary feature.
     
    Strutt20 likes this.
  3. Strutt20

    Strutt20 Member

    I will look into that, thank you!
     
    Freelancer likes this.