evolvewh Posted January 7, 2016 Report Posted January 7, 2016 I'd like to start a thread about not being able to re open tickets (as an option chosen on the admin side). There are too many times where a client replies to an older email with a different subject and often to the wrong department. They should realistically start a new email / ticket, but they don't. I do realize there is a 'split' feature but it's about efficiency and not having to do that all of the time. I think there could be a setting on the admin side (perhaps by department for flexibility) to allow or not allow a client to reply and re open a ticket. This could possibly be done with a time frame as suggested in other threads (allow them to re open the ticket within x amount of hours that it was closed). If the setting is active, it would send an email to the person saying they must open a new ticket to the proper department. Our company has different hours for different departments and if they send a ticket about hosting support to a department that is closed (We only answer website development questions until 6pm), they expect a reply. We don't check after hours department emails until the next day. I try to set the boundaries because I don't want to be living on the computer all night long! I know it gets specific but I think it also makes Blesta more flexible to allow the different users to customize the behavior to meet their business needs.
evolvewh Posted January 7, 2016 Author Report Posted January 7, 2016 On 1/7/2016 at 6:50 PM, Licensecart said: Already coming: CORE-1075 Cool. Then this is my +1 for it!
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