- Used Zammad version: 3.6
- Used Zammad installation source: deb
- Operating system: Ubuntu 18.04
- Browser + version:
Customers often re-open a ticket by just saying “thank you”.
That really sucks, because:
Either they reopen the ticket, so that I do not find it under closed tickets, the SLA forces me to reclose it, my statistics become ugly. We are Using an Overview “to be billed”, with closed tickets that have a time accounting. If the ticket stays open, there will be no invoice.
Or he opens a new ticket and creates spam in our Ticketsystem.
That are the possibilities that Zammad can offer.
I would like to have the following situation:
- I close the ticket.
- The Clients gets an Mail "Thank you, your ticket was closed, please don’t answer any more, create a new ticket if the problem persists
- the client answers “wow thank you” or “nope, the problem is still there”
- the ticket stays closed, the comment of the customer is found in the closed ticket
- the customer gets an email “I told you not to answer ! Create a new ticket if the problem persists by just composing a new Mail to email@example.com”
Could I realize that with triggers? Will you ever integrate this?