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Joe Scanlon
Feature Overview
  • When a customer adds a new comment on a ticket that is already closed, the ticket should automatically change back to
    Open
    .
Use Case
  • A customer might reply to a closed ticket with more questions or new information.
  • Right now, this reply can be missed unless someone checks the closed tickets manually.
  • With this feature, teams will be sure to see and respond quickly when a customer comes back with something new.