Our users tend to reply to old resolved tickets from months ago, re-opening them and messing up our resolution statistics. We'd like tickets to be able to re-opened for a week. After that, they should be permanently resolved. Is this possible?
Whether or not users can re-open a resolved ticket is controlled by this usergroup permission: in Admin > CRM > Usergroups click a usergroup like Everyone or Registered.
To stop users re-opening tickets, you can set this permission to off for all your usergroups.
However, this means that as soon as a ticket is resolved, users can't re-open it. We want them to be able to re-open tickets for a week before they become permanently resolved.
You can implement this in Deskpro by using a custom workflow field.
1. In Admin > Tickets > Fields, select Workflow.
If you're not using Workflow already, enable it and add Active and Solved states, with Active as the default.
If you are using Workflow, add a Solved state.
2. Now create an escalation in Admin > Tickets > Escalation like this.
3. Make sure Can re-open resolved tickets permission is disabled for all your usergroups.
4. Now, when your agents think a ticket is resolved, they should set the workflow state to Solved and set the ticket to Awaiting User. You could use a macro to do both actions in one step.
This configuration means that the ticket stays open for 7 days in the "Solved" workflow state, giving the user a chance to reopen it. After 7 days, the escalation will set the ticket to Resolved. Once that happens, the user can't reopen it because of the permission setting.
If someone replies to a ticket during the 7 day window, you may want to automatically remove the Solved status. You can do that by creating a trigger in Admin > Tickets > New Reply Triggers