Ticket re-open process

I have my settings for ticket replies on a resolved ticket to re-open for the first 5 days. So after those days it will create a new ticket. 

My question, shouldn't it pass through the attachments as well as the description? The requestor replied to the ticket about 20 days after they had resolved it and added more .jpeg attachments. When looking at the new ticket created it did not pass through any of the attachments, but only said there were attachments from the old ticket. Is this by design or is there a setting I missed?

Asked by Justin Goode on Tue 4/9/24 4:46 PM Last edited Tue 4/9/24 4:52 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 4/9/24 4:53 PM

Hi Justin,

I do believe this is by design (not saying it is a perfect design, just that it is expected currently). If you'd like you could always submit a support ticket though to ask that this behavior be reviewed to determine if it should be considered as buggy or not.

Mark Sayers
Sr Support Consultant, CS

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