Prevent Ticket reopening

freescout-help-desk / freescout

FreeScout — Free self-hosted help desk & shared mailbox (Zendesk / Help Scout alternative)

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Prevent Ticket reopening #798

Closed diguinho2018 closed 1 year ago

diguinho2018 commented 4 years ago

Hello guys!

Is there a way to prevent user from reopening ticket by replying to the email once this ticket has been marked as closed by staff?

Thank you.

freescout-helpdesk commented 4 years ago

No for now.

diguinho2018 commented 4 years ago

Hey @freescout-helpdesk, thank you for your answer. That would be a great feature, could have a "lock" option and if the user reply to the thread the system could send an email with custom message.

adamsewell commented 3 years ago

How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.

fvdm commented 3 years ago

@adamsewell That would be a great solution!

diguinho2018 commented 3 years ago

How other ticketing systems handle this is by using Resolved and Closed statuses. Resolved can be reopened until X number of days and Closed tickets can not. Just food for though.

That would be a great solution, also integrated with workflows to set the status automatically.

fulldecent commented 3 years ago

Maybe a workaround is to use a workflow:

If closed: tag as stay_closed
If tagged as stay_closed and is open: close it

fulldecent commented 2 years ago

Recommending to close issue as workaround exists and developer said "not for now"

PeopleInside commented 4 months ago

Will be useful lock the customer from adding new comments. I opened a feature request: here who interested can vote it!