Pending close tickets, status set to "Open" on reply

Infos:

  • Used Zammad version: 3.1
  • Used Zammad installation source: source
  • Operating system: ubuntu 18.04
  • Browser + version: chrome/FF

First of all, thanks for this great tool.

Actual behavior:

  • Replying via email to a pending close ticket sets the ticket status on “Open”

Expected behavior:

  • Is it possible not to change the ticket status ?

I’ve tried with triggers without success :slight_smile:

Steps to reproduce the behavior:

  • Customer creates ticket via email
  • Agent answers and sets ticket status to pending close
  • Customer replies to email notification (ie. just to say thanks)
  • Ticket status is set to “Open”

Please take a look at the following post

Thanks for your answer. I guess it would work, but requires some additional tasks from my agents :wink: