impactgc Posted October 6, 2007 Share Posted October 6, 2007 Shouldn't when a closed ticket is responsed to from a customer - move it from closed to Customer-reply or open or something? Mine stay in closed status. Thanks, Adam 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 6, 2007 Share Posted October 6, 2007 When a customer replies to a closed ticket it returns to "customer reply." 0 Quote Link to comment Share on other sites More sharing options...
impactgc Posted October 6, 2007 Author Share Posted October 6, 2007 Thats good your does I think the customer - replied to the email and not through the system if that makes a difference. Adam 0 Quote Link to comment Share on other sites More sharing options...
PPH Posted October 6, 2007 Share Posted October 6, 2007 Thats good your does I think the customer - replied to the email and not through the system if that makes a difference. Adam Not sure why that occurred as ours all get set to customer-reply either way. We have one right now that was a month old re-opened by email reply. 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 6, 2007 Share Posted October 6, 2007 Thats good your does I think the customer - replied to the email and not through the system if that makes a difference. Adam Well, it's not that hard to figure out what happened. If you have email piping set up, was the response posted in the ticket? If you don't have email piping, and they only replied to the email, then you won't have a reply in your ticket via admin side. 0 Quote Link to comment Share on other sites More sharing options...
impactgc Posted October 6, 2007 Author Share Posted October 6, 2007 yes I have it piped -- actaully using the forwared feature . 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted October 6, 2007 WHMCS CEO Share Posted October 6, 2007 It makes no difference how the reply is made. All that happened is your customer replied and then closed it from the client area. If you don't want clients to be able to close tickets then you'll need to remove the close button from the template. Matt 0 Quote Link to comment Share on other sites More sharing options...
impactgc Posted October 7, 2007 Author Share Posted October 7, 2007 No I want the ticket to reopen.. Which it didn't seem to do with this ticket.. I will do some tests and get back to you. 0 Quote Link to comment Share on other sites More sharing options...
Jordan Posted October 8, 2007 Share Posted October 8, 2007 @impactgc - What Matt is saying is that chances are your client replied to your ticket, and proceeded to close the ticket. It doesn't matter what you want, if the client closes the ticket the status is goign to remain "closed." 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.