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

[mdz0r]

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

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”

[MrGeneration]

Please take a look at the following post

Ignore followup - mantain ticket closed or pending reminder

Infos: Used Zammad version: 3.0 Used Zammad installation source: docker Operating system: Ubuntu 18 Browser + version: any Expected behavior: Ignore replies to a ticket until agent decides Actual behavior: 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…

[mdz0r]

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