Philip Walker

I think I am in the right place here. Let me know if I am not: Then I right click and do this? Then which one do i select? Thanks in advance

Hi Steve, Thanks for your reply, but unfortunately that page doesnt help us. Surely this is something that other people are struggling with? Is there any one else that could help us? We are missing emails from our customers that are updating resolved tickets and we dont see the reply as the system auto adds the email to the ticket. Thanks Philip

Thanks for your reply Steve. We already have the 2 stage closure process in place. We just need to set it so that when a customer emails back in with a reference number in the subject, that it re-opens the ticket when it is resolved. (the system auto applies emails to a ticket when there is a reference number in the subject of the email)

We have the same issue The call does actually get put on hold, but the "Reason" text doesn't get added to the call, and we get the following error message pop up and the bottom: