Title: add ability to filter response content causing a ticket to reopened
In our groups we enable the ticket follow-up: it is a great feature for our use cases. Our typical workflow for simple problems is that we fix the problem, update the ticket and set the ticket state to close or pending close. Quite often, users then reply just to say “thanks” and a side effect of the follow-up feature is that the ticket is then reopen.
I am not sure there is an easy solution to this “good practice”! I was wondering if it would be possible some filttering on the response content when a ticket is closed (or pending close) before deciding to reopen the ticket. Probably a combination of a number of lines and pattern matching to be applied on each line…
Zammad environment:
- Average concurrent agent count: 50
- Average tickets a day: 100