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How long does a User have to re-open a Resolved ticket? - Knowledgebase / Using Deskpro / Admin / CRM - Deskpro Support

How long does a User have to re-open a Resolved ticket?

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The amount of time that users have to re-open a resolved ticket can be set within the Usergroup permissions. If you would like to change this, follow the steps below.

  1. Go to Admin > CRM > Usergroups > Permissions.

    Screenshot 2023-08-01 at 16.15.02.png

  2. This will show a table of usergroups, the default group for users signed up on the Help Center is Registered. Click the edit icon next to the usergroup you would like to change the time limit for.

  3. You can change the limit under the Permissions tab, choose from a variety of options all the way from One Day to Forever, and apply different limits to each Usergroup.

    Screenshot 2023-08-01 at 16.16.11.png

  4. Once this limit has been set, it will come into effect and either allow the Users to re-open the ticket (if it is within the time frame) or remove the ability to re-open the ticket (if too much time has passed).


    This will also prevent users from emailing in to re-open the ticket, and they will be sent a rejection email to inform them that the ticket has been rejected if this email was sent outside of the set time limit.

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