Question:
A user replied to a ticket that had been resolved. I'd expected their message to be added to the ticket thread, but instead, a new ticket was created. What's going on?
Answer:
Check that the user did not reply from a different email address that is not associated with their account in Deskpro.
If they were using the same address, the user probably did not have permission to re-open a resolved ticket.
Under Admin > CRM > Usergroups, hover over the usergroup that the user belongs to and click the Pencil edit button.
![](/file.php/31023851NNBSHBXXRKKCHHX0/2023-08-01-at-14.16.50.png?access_token=ryps1r-wcnpwxfexv-2394e18227b25e7cf620a49708e3673341211e38)
Here you can check the settings for the Can re-open resolved tickets permission.
![](/file.php/31023885ZDBCRQGTQQRCQQR0/2023-08-01-at-14.18.42.png?access_token=ryps1q-aztprpyaog-58c0bd60de38250e2046db8e593953bda3940bca)
If none of the usergroups in your helpdesk grant permission to re-open resolved tickets, replies on resolved tickets may be rejected or accepted as a new ticket.
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