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.
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
Can this ticket re-opening be done automatically by SendBird? There are similar automation options available already in the Dashboard / Settings / Desk / Automation page such as changing ticket status from “Active” to “Idle” after a given time frame, “Idle” to “Closed”, etc. Expecting the admin or agent to manually re-open the ticket effectively requires them to look through closed tickets all the time to see if any have received new messages and need re-opening.
You need to block to send a message with closed tickets. The agent can see all of the messages after the ticket is closed.
Blocking users from sending messages to closed tickets enforces the workflow that users should always open new tickets to reach agents, even if the closed ticket is still relevant and has all the context important to the discussion.
While this workflow may be common practice in software issue trackers like GitHub, Gitlab, etc., those platforms have built-in mechanisms for linking tickets contextually (e.g.: adding a “duplicate” label/tag, adding a closing message that links via URL to an open issue, etc.). On SendBird, it can be very confusing to end users who cannot trivially refer an agent to a closed ticket for context.
Allowing users to automatically re-open tickets by simply sending a message to its channel would make it easier for end users to retain important contextual information in a single ticket and help agents quickly see what tickets need attention as these previously closed tickets would now be open.
