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  • Markus Palm changed status to Completed
    Team•

    Sep 29

    Pinned

    Hey everyone!

    You can now stop customers from replying to closed tickets, so they open a new ticket instead of reopening an old one.

    Closed tickets now have their own setting, separate from closed conversations. You can also choose when replies lock: as soon as the ticket closes, or after a set time such as 1 day. After that, customers see that the ticket is closed instead of a reply box, in both the Messenger and your Help Center ticket portal.

    To turn it on, open Settings → Support → Messenger, select General, and turn on Prevent users from replying to closed tickets under Inbound Volume. You can set it separately for Visitors and Users.

    Replies by email and Slack still reopen the ticket as before.

  • vidhya

    •

    Jun 24

    •

    Merged request

    •

    4 votes

    Lock tickets post-resolution

    I want tickets to become non-editable (locked) once they have been moved to a 'Resolved' status to maintain data integrity and prevent accidental changes to closed issues.