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Resolved Tickets * Updates being added by Customer


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On a request within the Status Resolved, is there an option to stop a ticket being updated by the Customer via email, where it would just go into the Mailbox. 

Does anyone have any other options on when a request with Resolved Status, is updated by a Customer (just trying to ensure the update is not missed, due to it being in resolved status)

Many thanks 

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  • JoanneG changed the title to Resolved Tickets * Updates being added by Customer

We did a quick fix for this removing ticket number from subject of resolution emails. That way the routing rules are not applied to the response and analysts can either apply email to old ticket, delete email or raise a new ticket as they see fit depending on content.

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