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Ticket reopening by email


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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?



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