Hi there,
If a ticket is closed, can it be re-opened / changed to Active if someone has replied to the ticket?
Right now we close tickets but are missing responses since some users are chatting on closed tickets and we don’t see them because they are not active.
Thanks,
Kyle
If a ticket is closed, can it be re-opened / changed to Active if someone has replied to the ticket?
Yes. Admin or Agent can re-open it, and then the ticket will be assigned to an agent. The agent can reply on the ticket
Right now we close tickets but are missing responses since some users are chatting on closed tickets and we don’t see them because they are not active.
You need to block to send a message with closed tickets. The agent can see all of the messages after the ticket is closed.