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We'd like the capability to automatically reopen a resolved service request when there is an email. Just for one of our mailboxes. We realise that if people reply with "Thank you" that will reopen it. I gather this isn't feasible. Is there any interest in this  ? 

Thanks

Richard

PS I think I've probably raised this under the wrong category

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Hi Richard,

It may be possible to use some of the suspend Hornbill Automations to keep the workflow going while the request is in a closed state.  As long as you have not reached the end of the workflow, even with a closed status you can continue to have automated processing.  I don't believe that we currently have a "Wait for Customer Email" Hornbill Automation, but there may another that helps with your requirement.

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  • 1 month later...

James, thinking about your response makes me curious about something related but not quite the same : 

If a ticket has been closed but the workflow is still open and the ticket creator sends an update email what would happen ? Would it get added to the ticket and update the last updated time ? When the workflow is closed it does not get added. 

Thanks

Richard

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Hi Richard,

On 8/21/2020 at 3:31 AM, RIchard Horton said:

If a ticket has been closed but the workflow is still open and the ticket creator sends an update email what would happen ?

This would depend on your settings.  The updating of a request is not impacted by a completed workflow.  A completed workflow just signifies that there is no more automation.  

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  • 4 weeks later...

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