HHH Posted April 16, 2020 Share Posted April 16, 2020 If a ticket is resolved and the customer replies to it by email. Then the routing rules add the email to the request timeline. Will the request be re-opened? Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 16, 2020 Share Posted April 16, 2020 Hi HHH, It will not automatically re-open if it receives an update by email when the request is in a resolved or closed state. There is a challenge with this as we wouldn't know if the reply email is just them saying "Thanks!" or if they are replying saying that it still doesn't work. Encouraging updates via the portals always has it benefits with scenarios like this. There are some options in the BPM that you could consider, but in most cases I think that having some form of notification to the owner of the resolved ticket, letting them know that the customer has sent an update is probably the best bet. Do you have a particular idea in mind on how you would like this to work? Regards, James Link to comment Share on other sites More sharing options...
HHH Posted April 17, 2020 Author Share Posted April 17, 2020 @James Ainsworth No I was just wondering since one of the analysts raised it with me. I'm satisfied with your explanation and will forward it. Link to comment Share on other sites More sharing options...
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