JSD Replies not reopening resolved tickets

[Chris Purser]

We've been round and round on this and so I'm asking for help.

Been using JSD pretty much since it became a tool. Always had this same problem.

A reply from a customer to a resolved ticket, by default, does not re-open the ticket and therefore, no one get's notified of the reply and no queries will find it as open or re-opened.

We created so many workarounds I lost count but all of them break something else.

1. creating an automation called "resolved nothing further" that allows us to resolve a ticket without notifying the customer, so they are not compelled to reply to it.  This cleaned up a lot but did nothing to prevent it fully.

2. created automation so that all comments reopen tickets, but then if we try to resolve the ticket and comment (SIMULTANEOUSLY inside the resolution dialog (screen)), the ticket resolves and then promptly re-opens because of the comment. 

3. there are others that we've abandoned as well...

Question. Is there some reason that anyone can come up with why the default behavior would NOT be to reopen any resolved issue that was replied to?  Every ticket system I have ever used (all the big ones I know of) has this set by default.

And I get that there are edge use cases where we'd not want a reply to reopen a ticket, and that setting should be available.  But not the opposite.  I've ready through community fixes I've found, but so far, none of them have solved the big problem, the fix that makes JSD work as it should.

Thanks

[Jean-Théo [Adaptavist]]

Hello @Chris Purser

I agree with you that this is how it should work most of the time. I believe it is not an out of the box option mostly to provide the flexibility for the minority of contexts that do not want this behaviour. Sometimes the agent wants to make sure the comment requires re-opening the issue first, which is not always the case.

I believe I have an automation for you that will fix your issue, which is the one we use in our service desk. You were quite close in your second try, you were only missing a condition. To make sure it doesn't re-open while closing the issue with a comment, you only need to make sure that the issue is in the status closed before re-opening it after a comment!

Hope this solves your issue!

JT

[Victoria Cougan]

Hi, When I (as a customer) reply to a resolved ticket the ticket re-opens but does not display in the 'All Open' que. The ticket stays in the 'All Tickets' list and and there is absolutely no indication that this tickets status has changed to 'Waiting for Support'.

Can you please let me know how I can re-open tickets and have them displayed in the 'All Open' que again? Currently this is not workable.

Victoria

[Victoria Cougan]

Hi Jean Theo,

I tried to add the steps you posted above and I don't have the option to re-open.

Can you please tell me if I'm missing something? 

[JP _AC Bielefeld Leader_]

Hi,

if you allow tickets by mail, customers/users tend to dig in their mail archive & then start replying to a very old ticket, even if the core issue of the ticket has nothing to do with the new question. Therefore we do not allow CLOSED tickets to be reopened. The user gets a mail to create a new ticket. But we have a different status for CLOSED tickets & RESOLVED tickets. A resolved ticket is kept in that status for 2 weeks, after that it's automatically closed. In these two week it can be reopened by a comment (mail or portal), after that a new ticket must be created.

Best

JP

[Chris Purser]

Yeah.  That first part sounds nice to the service provider but basically screws a non-technical customer who does what you describe.  Annoying as that might be, they are the "customer" and are wholly responsible for paying all of our wages. 

But it sounds like what you are saying is that you have some special automation setup that if a customer replies to a CLOSED ticket they THEN get an email with the option to start a new ticket. If THAT function was built in, then that would be great, but it's never worked that way for us, out of the box or otherwise.  Can you elaborate on how you made that work?

[Michael Handa]

This is THE WORST excuse and frankly on the wrong end of use case. There is a reason that every other ticketing system doesn't do this, it's a bad idea. Your reasoning is that they must now follow a separate email. This is irrational and definitely not customer focused. As @Chris Purser mentioned, customers are responsible for paying us. The service should be around their ease of use.