- Used Zammad version: 3.0
- Used Zammad installation source: docker
- Operating system: Ubuntu 18
- Browser + version: any
- Ignore replies to a ticket until agent decides
- Every reply reopens ticket
Steps to reproduce the behavior:
I.e. when there’s a ticket with many peoples involved, there’s an ongoing discussion but the agent just needs to be CCed until the parties decide what to do.
Other situation: a ticket is created with a deadline, and until that time all replies should be logged but shouldn’t trigger an action.
One more: you are in a mail loop, agent has done all their duties and closes the ticket, but as others’ discussion goes on ticket is reopened.
In all these situations it would be helpful to be able to stick a ticket to pending reminder (or closed) no matter if a follow up has been received or not.
Is it already possible to achieve this? Or there should be an enhancement request? Thanks