Im not sure if this is an available feature so maybe one for an enhancement request.
I'd like it so that the
- Analyst resolves a ticket
- Ticket goes to the Service Desk to review
- the service desk then click on close and type in details within the closure notes (customer friendly)
- The customer gets the closure confirmation
5. The customer is able to reply to the ticket and if they do it automatically re-opens the incident and adds their reply to the notes/reopen note
I'm as far as step 4 and need to get the reopen action in place.
They do this in ZenDesk.