Email response on a Closed Ticket

Our 'Reopening Ticketing Option' setting is 'Never reopen or create new ticket'.  I emailed a response to a Closed ticket and the response appended to the ticket but I was not notified the response attached. 

Is this the correct system action? I thought when the ticket was closed the response would not process, did I misunderstand?

 

Asked by Kathy Holman on Tue 6/23/15 11:28 AM
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Answers (2)

Kris Kennedy Wed 6/24/15 9:55 AM

Hello Kathy,

So you have made the setting within Admin > Ticket Applications > Settings to "Never reopen or create new tickets" once closed. Replies are still appended to the feed, even if the ticket is closed. However, the responsibility on the project should also be receiving a notification as well of the message appended to the feed.

Any more assistance I can be, please let me know.

 

Thanks

Kris

 

No feedback

Kris Kennedy Wed 6/24/15 9:55 AM

Hello Kathy,

So you have made the setting within Admin > Ticket Applications > Settings to "Never reopen or create new tickets" once closed. Replies are still appended to the feed, even if the ticket is closed. However, the responsibility on the project should also be receiving a notification as well of the message appended to the feed.

Any more assistance I can be, please let me know.

 

Thanks

Kris

 

No feedback