3 Replies Latest reply on Mar 2, 2016 11:32 AM by Spartan

    Customer replies to closure email to reopen Incident


      Im not sure if this is an available feature so maybe one for an enhancement request.


      I'd like it so that the


      1. Analyst resolves a ticket
      2. Ticket goes to the Service Desk to review
      3. the service desk then click on close and type in details within the closure notes (customer friendly)
      4. 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.