Closed ticket notification

[gwynne]

We sometimes have users that email an update to a ticket even after the closure. It does mean we don't get notifications. could a closure notification be added so any customer updates an automatic email template gets pinged back?

 

 

[Michael Sharp]

Hi @gwynne, we historically found users often leveraged old emails to report new queries (or what they believed to be the same issue) so this approach didn't work out for us.  Emails in response to closed tickets go to our Hornbill mailbox for our analysts to make that decision.

Not sure if this  approach would suit your organisation however?

Regards,

Mike.

[gwynne]

Hi Michael,

Thanks for the response, you are right that may be a better way of doing it. How did you achieve this via the workflow?

Regards

Gareth

[Michael Sharp]

37 minutes ago, gwynne said:

Hi Michael,

Thanks for the response, you are right that may be a better way of doing it. How did you achieve this via the workflow?

Regards

Gareth

Hi Gareth,

I think this is the default behaviour of Hornbill provided you are sending emails from the address that you receive emails back to, in the Hornbill mailbox?  If this isn't working for you we can perhaps compare inbound routing rules?

Regards,

Mike.

[gwynne]

That would be great, I will get the details when Im back at work tomorrow.

Thanks for helping

 

G